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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Never Miss a Request with Universal Notifications Across the Platform

Aug 10 2025

Agents can now receive incoming request notifications across all areas of the Eltropy Unified Platform, not just in the Conversations module. Whether they’re reviewing appointments, managing submissions, or digging into campaign insights, agents will see real-time alerts and can accept requests without switching tabs or disrupting their workflow.

This update helps eliminate missed interactions and reduces response times, ensuring consumers get timely support regardless of where agents are working. Notifications are synced across all open Eltropy windows, providing a seamless and responsive experience that supports faster service and fewer delays.

Zendesk Link Here 

One Platform, Distinct Brand Experiences

Aug 10 2025

CFIs operating multiple brands can now deliver tailored chatbot experiences for each brand or context, without losing the efficiency of centralized operations. With multiple branding support in the Conversation Panel, admins can create and manage unique bot personas, branding elements, and consumer experiences specific to each brand or website page.

This update simplifies scaling for institutions that support diversified brands. Whether a chatbot is helping someone open an account or apply for a loan, you can fine-tune the experience to match the brand voice and purpose of that interaction.

Zendesk Link Here 

Professional, Private Warm Transfers for Video Calls

Aug 10 2025

Video calls now support private warm transfers, giving agents the ability to consult with a colleague before handing off the conversation, all while the consumer remains on hold, without seeing or hearing either agent. This improvement aligns Eltropy Video Banking with traditional contact center standards, offering the professionalism and control your teams expect.

When a warm transfer is initiated, the consumer is automatically placed on hold, allowing the primary and secondary agents to coordinate privately. The second agent stays invisible until the transfer is finalized. If needed, the contact can be brought back into the conversation simply by taking them off hold, giving agents flexibility without sacrificing privacy or flow.

These enhancements bring video calls up to par with phone-based service interactions, offering your team more control, smoother transitions, and a more polished experience for consumers, especially in complex or high-stakes conversations like lending, disputes, or financial advice.

Zendesk Link Here 

Daily Appointment Summaries That Support Better Service & Stronger Relationships

Aug 10 2025

Branch managers and staff can now receive automated daily appointment summary emails, helping them prepare for upcoming engagements with greater clarity and confidence. These summaries are role-based; managers see all appointments across their assigned branches, while individual staff receive only their personal schedules, ensuring the right level of visibility for each team member.

Each summary includes important details like appointment time, duration, contact information, service type, and even video room names for virtual meetings. This helps staff plan ahead, review any relevant notes, and walk into every appointment ready to provide personalized, high-quality service.

Appointments are meaningful moments to connect with consumers and support their financial goals. With the ability to prepare in advance, teams can reduce no-shows, create smoother interactions, and deliver a more thoughtful, member-first experience across every touchpoint.

Zendesk Link Here 

Privacy-First Check-In, Now Available in Eltropy Lobby Management

Aug 10 2025

Branches using Eltropy Lobby Management can now offer anonymous check-in, allowing walk-in consumers to join the queue by simply entering their name, no mobile number required. This feature removes a key barrier for privacy-conscious individuals and those without a mobile device, creating a more inclusive experience without compromising queue management efficiency.

Configured at the branch level, anonymous check-in works seamlessly across both staff-assisted and self-service flows. It supports accessibility goals, aligns with growing privacy expectations, and helps ensure no one is excluded from service due to data collection requirements.

Whether the consumer prefers not to share their number or doesn’t have one, this enhancement helps branches welcome more people while keeping operations smooth and respectful.

Zendesk Link Here 

Smarter Scoring, Fairer Insights, Now Enhanced in Eltropy’s Unified Platform

Aug 10 2025

Eltropy AI Intelligence within the Unified Platform now delivers even greater scoring accuracy by filtering out brief, non-substantive interactions and allowing teams to customize profanity detection based on their standards.

By setting a minimum message threshold, the system avoids scoring quick replies like “You too,” which don’t reflect meaningful engagement. Customizable profanity filtering also reduces false positives, ensuring agent evaluations better align with your communication culture.

These enhancements help teams focus on real conversations, improve coaching accuracy, and make performance data more reliable across the board.

Zendesk Link Here

IDgo Integration: A Secure, Passwordless Authentication That Builds Consumer Trust

Aug 10 2025

IDgo is now integrated into the Eltropy Unified Platform, enabling secure, passwordless authentication through device-based biometrics and text verification. When a consumer calls in, the system checks enrollment and triggers a quick text-based identity check, no passwords, no guesswork.

This upgrade supports enhanced IVR workflows, reduces fraud risk, and makes authentication faster and more seamless across your existing Eltropy environment. For consumers not enrolled in IDgo, fallback options or agent routing ensure a smooth experience every time. It’s a simpler, more secure way to verify identity, built right into the tools your team already uses.

Zendesk Link Here

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