Case Study: Harvard Federal Credit Union achieves 24/7 self-service and lower support costs with Posh AI

How Harvard Federal Credit Union prepared for a successful AI implementation

Harvard Federal Credit Union, a $1.3 billion asset institution, sought to improve operational efficiency and provide 24/7 member support without increasing staff. The credit union was intrigued by AI's potential but needed a solution that aligned with its focus on security and a high-quality member experience. They turned to Posh's AI-driven Digital Assistant to address these challenges.

By implementing Posh's Digital Assistant, Harvard Federal Credit Union achieved an 80% containment rate, leading to a significant reduction in call volume and lower hold times. The solution from Posh eliminated the need for new support hires, allowing the institution to freeze departmental growth and reallocate staff to more valuable tasks. This resulted in substantial cost savings on headcount, recruiting, and training.

Harvard Federal Credit Union

Tom Montilli

EVP and Chief Experience Officer