Case Study: Hudson Valley Federal Credit Union boosts member support and agent efficiency with Posh

Hudson Valley Federal Credit Union - Customer Case Study

Hudson Valley Federal Credit Union faced a challenge as the volume of repetitive member queries on its Live Chat was increasing faster than it could hire and train new contact center agents. This was creating friction for members and preventing staff from focusing on more complex, relationship-building tasks. To address this, they sought a conversational AI partner and selected Posh for its Digital Assistant, Lee, due to its ease of use, built-in banking intents, and lack of unnecessary complexity.

The implementation of Posh's Lee provided 24/7 self-service to members, deflecting repetitive questions and freeing up agents. Posh further deployed its Knowledge Assistant, Casey, which equipped agents with instant access to accurate information. The results were significant, saving 143 agent hours monthly, achieving an 88.9% first-call resolution rate, and generating $163,000 in annual savings with a 201% ROI. Employee satisfaction also increased, and the credit union is now planning to expand its use of Posh's AI solutions.

Hudson Valley Federal Credit Union

Steve Goodwine

Assistant Vice President of the Contact Center