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Credit union grows loans 2.5x with banking AI in the call center

Heritage Federal Credit Union in Newburgh, Indiana, 16 branches and 65,000 members, used Glia. 2.5x Increase in YOY loans, now at 151%+ of annual target, with 25% less staff. That adds up to a 2.5x increase in loan growth after switching to Glia. Heritage achieved its 2.5x increase in loan growth despite a 25% reduction in its loan team due to attrition. For three years prior to Glia, Heritage hit around 75% of its annual virtual lending goals. In the first year of switching to Glia, Heritage shattered its virtual lending target with 122% of its annual goal and expects to exceed 160% of that goal this year. Heidi fully resolves 45% of interactions without agents.

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Banks and credit unions

How to do this

What you need

Steps

Do this first. Voice AI answers routine calls and fully resolves many.

  1. 1

    For the rest it gives the agent a summary and live coaching.

  2. 2

    The time saved goes to loan conversations.

  3. 3

    Track loans against the annual goal.

Tools that do this

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