Case Study: Top U.S. Credit Union achieves self-service banking growth with Solvd's Conversational AI

Top U.S. Credit Union launches self-service banking across web and mobile with Solvd

Solvd helped a top U.S. credit union overcome significant self-service gaps and rising operational costs caused by an inherited, non-production chatbot. The previous system lacked integration with core banking, had limited capabilities, and was not ADA compliant, forcing routine member inquiries to be handled by live agents. This situation was compounded by an aging codebase and strict compliance requirements that slowed down the introduction of new AI features.

The solution involved rebuilding the system into a production-grade conversational AI platform. Solvd implemented a robust natural language understanding layer, secure authentication for data flows, and integrated capabilities for handling FAQs and multi-step tasks. The new assistant was successfully deployed across web and mobile channels. This resulted in a reduction of routine inquiries to live agents, decreased reliance on a third-party chat platform, and freed up representatives to handle more complex cases. Solvd's iterative approach ensured each new feature met regulatory approval for continued expansion.