Case Study: Avadian Credit Union reduces abandonment to 5.3% and boosts self-service to 22% with Talkdesk Financial Services Experience Cloud

Upgrading agent tools elevates the member experience at Avadian Credit Union

Avadian Credit Union, a member-focused financial institution serving more than 90,000 members with $1.3 billion in assets, faced rising contact center volumes and information bottlenecks that left agents without real-time visibility, fragmented tools, or reliable performance reporting—hindering their ability to deliver the personalized service members expect.

Avadian implemented Talkdesk Financial Services Experience Cloud, including Autopilot and Copilot, to centralize reporting, automate workflows, and bring banking-fluent generative AI to agents and self-service channels. The solution enabled real-time monitoring, reduced post-call work, improved morale, and delivered measurable outcomes—an average abandonment rate of 5.3% and a self-service rate of 22.3%—while giving leaders the data to make immediate, productivity-boosting decisions.

Avadian Credit Union

Monica Peterson

Vice President of Member Experience