KeyPoint Credit Union: 94% AI Resolution, 67% Chat Cut

KeyPoint Credit Union has significantly improved its member service using Eltropy's Agentic AI Platform. The credit union now resolves 94% of member inquiries through AI. What's interesting is they've cut chat volume by 67% and achieved a 58% request containment rate. This means more members are getting their questions answered quickly by AI. KeyPoint deployed AI Voice, AI Chat, and Appointment Management across its contact center. This offers a self-service option that understands context and pulls answers from the credit union's own knowledge sources. Voice service levels also climbed from 75% to 87% in the first month of the expanded deployment. KeyPoint and Eltropy even co-built a unique debit card-based authentication workflow. This capability was not previously available at any financial institution. The bottom line is that this technology is changing how financial institutions can serve their members more efficiently.