Case Study: Municipal Credit Union cuts ASAs by 67% and achieves 64% self‑service with Talkdesk

Leveraging AI to create better banking experiences

Municipal Credit Union (MCU), Metro New York’s largest credit union with more than 600,000 members, needed to modernize a fragmented contact center that relied on inefficient routing and siloed tools. Legacy systems left agents without a complete view of members, forced managers to spend up to 75% of their time supporting agents, and led MCU to outsource calls to handle volume—creating friction for members and limiting scalability.

MCU completed a full migration to Talkdesk’s Financial Services Experience Cloud (integrated with its core banking platform) and deployed built‑in AI tools like Autopilot and Copilot to surface knowledge, automate summaries, and enable faster verification. The overhaul cut average speed-to-answer by 67%, achieved a 64% self‑service rate in Autopilot, drove 1,500 monthly adoptions of Talkdesk Identity, reduced outsourcing, and is on track to save the credit union more than $1M while improving agent efficiency and member experience.

Municipal Credit Union

Stuart Salembier

VP of Member Experience