Case Study: One Nevada Credit Union achieves 24/7 member service with Posh Conversational AI

The tech-focused One Nevada Credit Union found a way to serve members 24/7 with Posh's Conversational AI

One Nevada Credit Union, a technology-focused financial institution, faced challenges with its outdated touch-tone IVR system that could not provide 24/7 service to its members. This legacy system offered limited functions and required agents to handle basic inquiries, preventing them from focusing on relationship building. Seeking a partner that shared its service vision, the credit union turned to Posh to implement a modern Conversational AI solution.

Posh implemented its Voice Assistant, named Sage, to serve as a 24/7 frontline for member inquiries. This solution from Posh led to significant results, including over 1.3 million interactions, a 20% reduction in calls to the contact center, and monthly savings of $70K. The implementation allowed One Nevada to close its contact center on Sundays due to an 80% reduction in call volume and achieve a 67% containment rate, dramatically improving member service.

One Nevada Credit Union

Jesse Shearin

Vice President of Information Technology