ABNB Federal Credit Union is leaning on Eltropy’s AI solutions to drive efficiencies in member service and communication.
The $957 million credit union has adopted the fintech’s AI voice agent that ABNB calls Digi, which is expected to automate 50% to 60% of inbound customer interactions, Saahil Kamath, head of AI at Eltropy, told FinAI News.
The agent is effective for high-frequency use cases such as balance inquiries, transaction lookups and basic account servicing, he said.
ABNB was drawn to the solution largely because it “operates within a unified engagement platform,” Kamath said.
“Credit unions do not want fragmented AI tools. They want a cohesive system that connects voice, messaging, chat and workflows into a single member experience.”
— Saahil Kamath, head of AI, Eltropy
“The AI voice assistant becomes significantly more powerful when it has context from the broader system,” he said.
It was also important to provide a solution that feels natural, “not like a bolt-on technology,” he said.
To this end, ABNB members’ reception of Digi has been “overwhelmingly positive,” Rachel Hartberger, director of strategic engagement at the credit union, stated in a Feb. 11 Eltropy release.
Rising containment rates
Moreover, financial institutions such as Cobalt Credit Union are achieving more than 80% session containment rates — the percentage of interactions that are handled without human intervention — in more mature deployments of the voice agent, Kamath said.
“That translates into shorter wait times for members and a meaningful shift in how staff spend their time, moving away from repetitive tasks toward more complex, high-value interactions,” he said.
Other credit unions that have reported efficiencies with Eltropy’s chatbot include:
- Trustone Financial
- APL Federal Credit Union
- Centric Federal Credit Union
- Park City Credit Union.
Improving member communication
ABNB is expecting improved member communication with Eltropy’s unified engagement platform, according to an Eltropy release last year. The platform allows members to choose their preferred communication channel, with options to toggle between text, voice, chat and video.
The platform enables ABNB to deploy AI beyond its contact center, according to the release.
Consolidating systems into a single platform allows FIs to “reduce operational overhead, eliminate workflow fragmentation and improve reporting visibility,” Eltropy’s Kamath said. “The combined effect is not just cost efficiency, but a structurally more scalable operating model,” he said.
