Case Study: United Nations Federal Credit Union cuts member authentication time and boosts agent efficiency with Talkdesk

United Nations Federal Credit Union delivers international banking excellence through AIenhanced contact center

United Nations Federal Credit Union (UNFCU) is a global, digital-first financial institution serving primarily UN members worldwide, with about two-thirds of its members living outside the U.S. Rapid growth in 2023 exposed limitations in its legacy contact center: inefficient agent wrap-up and miscategorized interactions, lengthy identity-verification (3–7 minutes), and operational strain despite a new Nairobi site and follow-the-sun staffing model.

UNFCU implemented Talkdesk Financial Services Experience Cloud with CXA and Talkdesk Copilot to automate call summarization, AI-driven categorization, and cloud-native integration between locations. The solution improved data quality and reporting, boosted agent engagement and reduced training time, accelerated crisis-response, and cut member authentication time by up to seven minutes while enabling secure messaging, screen-sharing, and continued AI-driven innovation.

United Nations Federal Credit Union

Brian Toia

First Vice President, Program Management Information Technology