Case Study: VyStar Credit Union achieves faster onboarding and fewer call transfers with Posh AI

Vystar Credit Union saved 22,000 hours while accelerating new employee onboarding by four times

VyStar Credit Union, a large financial institution with over 900,000 members, faced challenges in managing its rapid growth. The credit union needed to significantly improve the member experience by enabling self-service options and reducing call transfers, while also overhauling a long and difficult onboarding process for its hundreds of new contact center agents. To address this, VyStar partnered with vendor Posh to implement its AI solutions.

Posh deployed its Voice Assistant and Digital Assistant products in a strategic, phased rollout, gradually replacing traditional phone menus with conversational AI. The solution handled common member inquiries, provided information via SMS, and used intelligent routing to connect members with the right agent. This approach saved over 22,000 hours in call handle time and cut member call transfers by 100,000. For onboarding, Posh enabled a new modular training strategy that reduced ramp-up time for new hires from one year to just four months and decreased employee turnover by a factor of three.

VyStar Credit Union

Corey Kreuter

VP of Member Experience Support Systems