customer stories
Leveraging AI to create better banking experiences.
USE CASE
Services & Support
INDUSTRY
Financial Services & Insurance
INTEGRATION
Financial Services Experience Cloud & Jack Henry
KEY METRIC
↓ ASAs dropped by 67%
↑ Autopilot empowering customer to a 64% self-service rate
Anyone can be a hero. MCU serves them all.
Municipal Credit Union (MCU) is Metro New York’s largest credit union and has embraced the changing future with open arms. MCU serve anyone who lives, works, or worships in the five boroughs of New York City: more than 600,000 members at 15 branch locations.
"When it comes to the transformation of your contact center and the contact center platform, it really is about those native AI capabilities, taking all of the channels where our members interact with us and bringing them into one platform."
Stuart Salembier VP of Member Experience, MCU
By transforming the customer experience through CXA, members are now empowered to take advantage of more self-service options using Talkdesk Autopilot™ and Talkdesk Copilot™. MCU’s contact center now sees an average self-service rate of 64%, meaning that nearly two-thirds of calls handled by Autopilot don’t require escalation to a live agent. These powerful results have reduced reliance on the outsourced call center and positively impacted the bottom line.