Next Wave In Community Finance

Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

Weeks-long loan cycles are out. Credit unions and community banks can now fast-track approvals with real-time messaging, out-of-the-box integrations, and automation that clears bottlenecks, cutting through the noise to deliver speed, precision, and a better service experience at scale.
Generative AI is opening new doors for credit unions and community banks to serve members better, operate more efficiently, and stay competitive in a digital world moving at breakneck speed. To help you navigate this transformation, we’re extending bite-sized insights on what it truly means for you and your community.
Our new Desktop App empowers credit unions and community banks with a distraction-free, high-performance workspace that eliminates browser crashes, boosts responsiveness, and powers seamless engagement that keeps every conversation moving without a hitch.

Recent Highlights

Picture of Aneesh Ballabh

Aneesh Ballabh

Associate Product Manager

Eltropy Video Banking helps credit unions and community banks deliver real-time, face-to-face service, from loan applications to fraud resolution, securely and at scale. Dive in to explore how it powers seamless, compliant digital journeys within the Unified Conversations Platform, without losing the human touch.
High-Touch Banking, Now Fully Digital
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

Generative AI isn’t the future; it’s already transforming how credit unions and community banks engage, support, and grow. From 24/7 assistants to multilingual support and hyper-personalized interactions, this guide breaks down five game-changing ways AI is helping CFIs scale smarter, serve faster, and keep the human touch at the heart of every interaction.
Picture of Michel Jamati

Michel Jamati

Head of Engineering, Collections BU

Our Collections 2.0 is a people-first debt repayment and collections stack that empowers credit unions and community banks to collect faster and build stronger relationships through empathetic outreach, self-serve flexible payments, intelligent AI workflows, and data-driven insights.
Generative AI is opening new doors for credit unions and community banks to serve members better, operate more efficiently, and stay competitive in a digital world moving at breakneck speed. To help you navigate this transformation, we’re extending bite-sized insights on what it truly means for you and your community.
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

AI is transforming how community financial institutions operate, but doing it right is what sets the best leaders apart. From boosting efficiency and consistency to preserving the human connection, learn how you can responsibly harness AI as a force for good by implementing it with purpose, ethics, and care, without ever compromising trust, transparency, or empathy.
Community financial institutions (CFIs) have long been the bedrock of trust in local economies, offering personalized service that big banks often can’t match. Now, as artificial intelligence reshapes the financial sector, these institutions face a pivotal moment.
Picture of Michel Jamati

Michel Jamati

Head of Engineering, Collections BU

Our Collections 2.0 is a people-first debt repayment and collections stack that empowers credit unions and community banks to collect faster and build stronger relationships through empathetic outreach, self-serve flexible payments, intelligent AI workflows, and data-driven insights.
Picture of Aneesh Ballabh

Aneesh Ballabh

Associate Product Manager

Eltropy Video Banking helps credit unions and community banks deliver real-time, face-to-face service, from loan applications to fraud resolution, securely and at scale. Dive in to explore how it powers seamless, compliant digital journeys within the Unified Conversations Platform, without losing the human touch.
High-Touch Banking, Now Fully Digital
Our new Desktop App empowers credit unions and community banks with a distraction-free, high-performance workspace that eliminates browser crashes, boosts responsiveness, and powers seamless engagement that keeps every conversation moving without a hitch.
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

Weeks-long loan cycles are out. Credit unions and community banks can now fast-track approvals with real-time messaging, out-of-the-box integrations, and automation that clears bottlenecks, cutting through the noise to deliver speed, precision, and a better service experience at scale.
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

Generative AI isn’t the future; it’s already transforming how credit unions and community banks engage, support, and grow. From 24/7 assistants to multilingual support and hyper-personalized interactions, this guide breaks down five game-changing ways AI is helping CFIs scale smarter, serve faster, and keep the human touch at the heart of every interaction.
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

The most competitive credit unions and community banks aren’t choosing between digital and in-branch, they’re combining both to deliver smarter, faster, more human service. This blueprint shows how you can easily transition to a high-impact Phygital (Physical + Digital) strategy that maximizes efficiency, strengthens connections, and turns hybrid experiences into your greatest advantage.
With 85% of members preferring Text over Calls, forward-thinking credit unions and community banks are turning staffing challenges into a strategic advantage. By embracing digital channels, automating routine tasks with AI, and upskilling lean teams, they are delivering faster service, reducing costs, and building future-ready call centers that do more with less.
Picture of Ashish Garg

Ashish Garg

Co-founder & CEO

Video banking is becoming a strategic force multiplier for credit unions and community banks, helping them prevent fraud, serve beyond the branch, and operate more efficiently with leaner teams. By enabling secure, face-to-face digital interactions, forward-thinking institutions are scaling smarter, staying personal, and delivering real-time, human service in a digital-first world.

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Multi-File Uploads for Each Category Made Easy

July 2025 Release

Collecting documents just got easier for both your team and consumers. With the release, an ‘Add More’ button is added to each document category, allowing consumers to now upload multiple files for each category. This allows them to upload the front and back of a driver’s license or a multi-page proof of insurance, without any hassle. 

This update reduces friction, speeds up document collection for more complex cases, and works seamlessly across channels – Text, Chat, and Video, leading to fewer back-and-forths, faster resolutions, and a better overall experience for everyone involved.

Zendesk Link Here 

A More Natural, Face-to-Face Video Experience

July 2025 Release

Video calls with consumers now feel more personal, intuitive, and convenient. The agent’s video feed now fills the majority of the call window, while consumers see themselves in a smaller preview window, similar to other video apps they use. This impactful change helps build trust and comfort, especially in sensitive conversations like lending or financial advice.

When the agent shares their screen or starts e-signing, the video automatically collapses to give consumers more space to focus on the task at hand. We’ve also made hardware settings easier to access, video recording notices clearer, and multi-party calls smoother on mobile with scrollable video cards.

The result? A smoother, more modern experience that reflects the professionalism of your brand and helps consumers feel at ease during important conversations.

Zendesk Link Here

Smoother Appointments Start with Better Prep

July 2025 Release

Consumers can now upload documents while booking their appointments, giving teams everything they need ahead of time to make the most of each interaction. Whether it’s a loan application, payment issue, or ID verification, having documents upfront means less back and forth, fewer delays, and a more productive conversation from the start.

For staff, this unlocks time to personalize the appointment instead of chasing paperwork. A loan officer can review the consumer’s documents in advance, pre-qualify them, and use the meeting to walk through options or even issue a same-day decision. Collections agents can go in informed and ready to offer relevant support or escalations. It’s a small change that dramatically improves efficiency and the overall consumer experience.

Documents are tied to the appointment, visible on the dashboard, and persist even if rescheduled, ensuring nothing gets lost in the shuffle.

Zendesk Link Here

Branch-Level Reviews That Drive Real Change

July 2025 Release

Reputation Management just became more precise. The Reputation Management review tab now displays the exact branch address, rather than just the institution name, making it easier to pinpoint where feedback is coming from. Combined with advanced filtering by agent, branch, and time range, teams can quickly spot performance trends, identify service gaps, and address emerging issues at the local level.

With this added visibility, teams can shift from generic responses to targeted, informed action. If one branch is consistently receiving low ratings, it can quickly identify the location and take steps to improve. These updates help turn scattered feedback into focused, location-based strategies that improve satisfaction, increase NPS, and build stronger community relationships.

Zendesk Link Here

In-Call Texting from Department Numbers

July 2025 Release

AI Voice Agents can now send text messages during a call using the official department numbers. Whether it’s a routing number, links, or a branch address, the information is delivered directly to the consumer’s phone, without ending the conversation. This creates a smooth, professional experience that feels both personal and trustworthy.

By sending messages from a familiar number, consumers are more likely to recognize and trust the communication. It also gives them a lasting reference point for key details they might otherwise forget once the call ends.

This update bridges the gap between live voice interactions and the digital convenience of SMS, allowing the institution to deliver real-time support and persistent follow-up in one seamless experience.

Zendesk Link Here

Smarter, Fairer Scoring with Eltropy Intelligence

July 2025 Release

Eltropy Intelligence now makes conversation scoring more transparent and accurate. While reviewing a score, users can now hover over each AI-scored answer to instantly see the exact part of the conversation that triggered a Yes, No, or Not Applicable. Clicking the tooltip takes them straight to the matching message, or clearly indicates if no related response was found. This allows supervisors to understand the context they need to trust the AI’s assessment and coach more effectively.

When certain questions aren’t relevant, like verifying a consumer’s identity during a follow-up call, the new Not Applicable option ensures those moments don’t negatively affect an agent’s score. This excludes irrelevant questions from scoring impact, leading to more fair and realistic evaluations.

Zendesk Link Here

Co-Browse Now in More Online Banking Integrations

July 2025 Release

Co-browse is now available for the online banking platforms, including Apiture, Candescent, CU*Answers, and Mahalo. This update removes the previously prevented screen viewing capabilities with SAML-based integrations, making it possible for agents to view and assist consumers in real time, directly from the conversational panel.

With co-browsing available on both desktop and mobile browsers, agents can guide users through complex tasks, spot issues faster, and deliver a more hands-on experience during support sessions. This upgrade enhances collaboration, improves resolution times, and ensures a more seamless digital experience.

Zendesk Link Here

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