Freedom First Credit Union fully resolves 65% of calls with Posh AI voice assistant Ginny

Freedom First's old telephone teller system, AMIE, worked but was expensive: members with routine questions faced longer than ideal waits, and after-hours calls were handled by a third-party overflow provider. The setup left the credit union's own employees cleaning up issues the outside provider couldn't fully resolve. Leaders wanted a more comprehensive solution than a traditional IVR, one that could understand callers' needs and route members to the employees best equipped to help.

In September 2022, Freedom First replaced its full phone menu with Ginny, Posh's voice assistant, which answers questions, follows up by text when needed, and authenticates members before handing a live agent full context. Ginny uses what callers say earlier in the conversation to route them to the right queue, and the credit union has added Dual-Tone Multi-Frequency (button-press) support, Spanish-language service, and an SMS option that sends a link to self-serve on the website. Posh's Content Studio lets the VP of the Contact Center update Ginny's opening message herself, for example to flag a branch closure, without an IT ticket. Staff also use Posh's Knowledge Assistant, Millie, for instant answers and Posh's Simulator to rehearse sensitive member conversations.

Ginny now greets roughly 910,000 calls a year and fully resolves 65% of them, taking balance checks, PIN resets, and simple lookups off the plate of a contact center of just 7 agents. Retiring AMIE and the third-party overflow provider has provided significant cost savings. Millie fields roughly 2,200 questions a month across the team, and agents spend less time on routine requests and more on members who need personal attention.

• Choose a voice assistant that can authenticate callers and pass a live agent full context, rather than a simple menu replacement.
• Give contact center staff direct control of the assistant's messages so they can post and remove notices without an IT ticket.
• Extend the same vendor's knowledge and practice tools to staff so new hires get answers without pulling experienced agents off their own work.