United StatesFinance and insurance2022 – ongoing

VyStar Credit Union

Voice and website assistants for member service

VyStar's Posh assistants handled over 5.6 million voice conversations after a phased rollout

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Problem

Rapid growth put pressure on VyStar's member support and employee training. Members faced transfers between departments, while new agents needed substantial time to become proficient.

Approach

VyStar introduced Posh's voice assistant in December 2022 and gradually replaced phone-menu options. It also deployed a website assistant for self-service. The voice assistant answered routine questions and passed context and transcripts to specialist staff when needed.

Results

over 5.6Mvoice conversations handled since the December 2022 deployment, reported by Posh in October 2023Vendor case study[1]

over 300,000website inquiries assisted since deployment, according to PoshVendor case study[1]

100,000fewer calls transferred between departments since deployment, according to PoshVendor case study[1]

Takeaway

The phased rollout let VyStar test individual service areas before expanding coverage. Intelligent routing also supported training new hires on a limited set of inquiries.

Sources

Client Story: VyStar Credit Union
Posh AI17 Oct 2023Vendor publication

Source summaries

[1]Posh AI17 Oct 2023

Posh described VyStar's phased voice-assistant rollout and website assistant. It reported over 5.6 million voice conversations, assistance with over 300,000 website inquiries and 100,000 fewer interdepartmental call transfers.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026