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By SAM Alone in Just 4 Months
Left Waiting for a Live Agent
“CUTX representatives now spend their time on the conversations members most want a person for – disputes, loans, and major life decisions – instead of routine, repetitive questions.”
Carmen Torres
VP Digital Communications
Meet SAM: The AI Voice Agent Members Mistake for Human
Some members talked to SAM for over 30 minutes and never realized they weren’t speaking to a person.
That’s the moment Credit Union of Texas knew their Eltropy AI voice agent had changed the game. Facing relentless call volume and rising member expectations, CUTX didn’t just automate their contact center; they reimagined it – deploying SAM to deliver instant, human-like support around the clock.
The twist? Success didn’t come from the technology alone. It came from how CUTX turned their own agents into SAM’s biggest champions, built member trust from day one, and gave their team full control to refine SAM in real time, without waiting on anyone.
The result is a self-service experience members actually choose, and a support team finally freed up for the moments that matter most.
Want the full playbook behind SAM’s rise? Read the story inside.
Download this Case Study
