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❮ All Customers

❮ All Customers

Using AI to modernize member service and strengthen security.

+50%

of member chats handled
by Autopilot.

90K+

monthly member interactions
across voice and digital.

70%

reduction in post-call
workloads with Copilot.

Building a more intelligent member experience.

Founded in 1928 by 12 shipyard workers at Newport News Shipbuilding, BayPort Credit Union has grown to $2.7 billion in assets and more than 156,000 members across 31 branches. As BayPort expands into new markets, including Richmond and North Carolina, the credit union is focused on delivering convenient, secure, and personalized service around the clock.

Its legacy contact center made that increasingly difficult. Manual processes, a touch-tone menu, multiple vendors, and disconnected systems required employees to navigate several platforms to serve a single member. An outsourced after-hours call center also created additional follow-up work for BayPort employees.

BayPort selected Talkdesk to bring voice, SMS, chat, email, and video together on a single platform, while integrating with Salesforce and creating a foundation for AI-powered member service.

BayPort is a $2.8 billion full service financial institution. Our origins go back to shipyards. So we have this tagline from shipyards to backyards, and that's what we do. We wanna be progressive as far as what we offer and different tools that our staff uses. Talkdesk had everything that we were looking for. We were looking for a multi channel telephony. You guys had SMS, you had chat, you had voice and email. We could stay in the same system, it's just what channel did a person use. That AI driven conversational aspect within Talkdesk that we've been able to give to our members was not available before. One of the things that I'm most proud about is the way that we embedded AI into our chat with the autopilot. And that's taken up about 60, 62% of the work off of my agents, which allows our abandon rates to go down. Our abandon rate usually stays anywhere between eight to 9%, and the industry standard is under 10%. Having the new technology with Talkdesk and being able to have a user friendly platform has allowed us to service our members a lot more efficiently. We used to get about three zero chats that our team would handle in a week's time, and now we've cut those in half. It's a smooth transaction. You told me why you need it. I have my resources. Serve, move on. It's amazing. It's an amazing experience. As soon as Talkdesk started with us and we were able to incorporate it into our department, within days it was a game changer. It has helped our members get their answers faster. It's helped the branches receive their member service better. All of those tools have been tremendous in leading our team members to success. Feels good when you're talking to a member and you're letting them know that they're not just a statistic and that you want to do all you can to help them because who wants call collections? So when they call you and they can hang up and feel better that you helped them, it makes my day. We're people helping people and the things that we've been able to implement with Talkdesk has made both our jobs as BayPort staff easier, and I know that it's made the members' experience better. If we're gonna grow, which we did to a federal charter, we have to continue to advance in our technology, and that being Talkdesk. Talkdesk allows us to shine and deliver service that's different from others. We have definitely grown with Talkdesk, and we are proud of the relationship that we cultivated with you.

BayPort is a $2.8 billion full service financial institution. Our origins go back to shipyards. So we have this tagline from shipyards to backyards, and that's what we do. We wanna be progressive as far as what we offer and different tools that our staff uses. Talkdesk had everything that we were looking for. We were looking for a multi channel telephony. You guys had SMS, you had chat, you had voice and email. We could stay in the same system, it's just what channel did a person use. That AI driven conversational aspect within Talkdesk that we've been able to give to our members was not available before. One of the things that I'm most proud about is the way that we embedded AI into our chat with the autopilot. And that's taken up about 60, 62% of the work off of my agents, which allows our abandon rates to go down. Our abandon rate usually stays anywhere between eight to 9%, and the industry standard is under 10%. Having the new technology with Talkdesk and being able to have a user friendly platform has allowed us to service our members a lot more efficiently. We used to get about three zero chats that our team would handle in a week's time, and now we've cut those in half. It's a smooth transaction. You told me why you need it. I have my resources. Serve, move on. It's amazing. It's an amazing experience. As soon as Talkdesk started with us and we were able to incorporate it into our department, within days it was a game changer. It has helped our members get their answers faster. It's helped the branches receive their member service better. All of those tools have been tremendous in leading our team members to success. Feels good when you're talking to a member and you're letting them know that they're not just a statistic and that you want to do all you can to help them because who wants call collections? So when they call you and they can hang up and feel better that you helped them, it makes my day. We're people helping people and the things that we've been able to implement with Talkdesk has made both our jobs as BayPort staff easier, and I know that it's made the members' experience better. If we're gonna grow, which we did to a federal charter, we have to continue to advance in our technology, and that being Talkdesk. Talkdesk allows us to shine and deliver service that's different from others. We have definitely grown with Talkdesk, and we are proud of the relationship that we cultivated with you.

Automating questions, empowering employees.

BayPort introduced AI incrementally, beginning with Talkdesk Autopilot in chat across 15 intents, including routing numbers, branch hours and schedules, and recent transactions.

Within just 30 days, Autopilot handled more than half of BayPort’s member chat volume, allowing members to get answers on their own schedule while employees focused on account-specific and more consultative conversations.

The credit union is now extending AI into voice, with plans to enable authenticated self-service after hours through PortX and its Jack Henry core integration.

Replacing touch-tone with conversational routing.

BayPort also replaced its traditional touch-tone menu with Talkdesk Navigator, allowing members to describe what they need in their own words.

Members are routed to the appropriate team without navigating a series of menu options. In collections, dedicated queues route members directly to specialists handling areas such as repossession, bankruptcy, liens and garnishments, debt protection, and SCRA matters.

The result is a more direct experience for members and a more efficient operation for employees.

Protecting members with AI authentication.

Traditional knowledge-based authentication was no longer enough to protect BayPort members. BayPort introduced Talkdesk Identity to strengthen authentication while reducing friction for members. Today, more than 61K monthly interactions leverage Talkdesk Identity, helping agents verify members more quickly and confidently. Voice biometrics and spoofing detection also help identify potentially fraudulent calls, while giving agents visibility into the verification result and the member’s stated request.

This creates a stronger balance between security and convenience—members can be authenticated faster, while agents have the information they need before and during the interaction.

Giving collections teams better tools.

Collections was another area where BayPort saw an opportunity to transform the employee experience.

Previously, collections lacked call recording, live monitoring, coaching, and a consistent way to document conversations. With Talkdesk, managers can monitor calls, whisper guidance, barge in when necessary, review recordings, and provide targeted feedback.

Talkdesk Copilot provides real-time transcription, guidance prompts, and automated call summaries, significantly reducing the administrative burden of each interaction. For one experienced collections agent, after-call work takes about 70% less time, allowing the agent to stay focused on the member rather than taking notes during and after each conversation.

Collections goal attainment has also increased nearly 50%.

A focused approach to AI.

BayPort is deliberately taking an incremental approach to AI, establishing clear success criteria around implementation, member adoption, agent satisfaction, and employee retention.

Looking ahead, BayPort plans to extend AI-powered voice self-service and authentication, giving members another way to resolve routine needs after hours while reducing reliance on its external after-hours provider.

By combining AI automation with stronger authentication, conversational routing, and agent assistance, BayPort is creating a more scalable member service model without losing the human interaction at the heart of its credit union experience.