MSU Federal Credit Union Automates 75% of Chats
MSU Federal Credit Union replaced its legacy on-premises contact center with Five9 AI Agents, automating 75% of chat volume, cutting call abandonment nearly in half, and lifting CSAT to 4.59 while reducing employee turnover.
- Automated 75% of chat volume with an AI-powered virtual assistant
- Cut call abandonment nearly in half, from 18.23% to 9.49%
- Reduced agent turnover 15% while boosting productivity 7.7%
- Raised CSAT to 4.59 and NPS from 57 to 63
