Case Study: Hudson Valley Federal Credit Union achieves AI-driven cost savings and revenue gains with Posh

Hudson Valley Federal Credit Union boosts chat volume 6x with Posh

Hudson Valley Federal Credit Union partnered with AI vendor Posh to address business challenges stemming from growth and mergers, including the need to manage increased contact volume without adding significant headcount and to improve agent efficiency and member self-service.

Posh implemented a portfolio of solutions including a Voice Assistant, a Knowledge Assistant, and a Digital Assistant. The results were significant: the Voice Assistant funded itself by replacing a planned headcount increase and later reduced staff by 1.5 FTE, the Knowledge Assistant helped new hires reach revenue-generating proficiency three months faster and improved first contact resolution, and the Digital Assistant successfully handled a 600% increase in chat volume with the same staff. Posh's tools provided a clear ROI, allowing Hudson Valley to reallocate existing spending and meet a strict governance bar of being cost-neutral in year one and delivering 100% ROI in year two.

Hudson Valley Federal Credit Union