KeyPoint Credit Union Resolves 94% of Member Inquiries With Eltropy's Agentic AI Platform

Credit union cuts chat volume 67%, pioneering first-of-its-kind debit card authentication workflow, moving from a scripted bot to Eltropy's Agentic AI Platform

SANTA CLARA, CA, UNITED STATES, August 21, 2026 /EINPresswire.com/ -- Eltropy, the agentic AI platform for community financial institutions (CFIs), today announced results from its deployment with KeyPoint Credit Union (KPCU), a member-owned credit union serving more than 55,000 members. Since replacing its previous intent-based chatbot with Eltropy's Agentic AI Platform, KeyPoint has resolved 94% of member inquiries through AI, cut chat volume by 67%, and reached a 58% request containment rate.

KeyPoint deployed AI Voice, AI Chat and Appointment Management across its contact center, giving members a self-service option that understands context and pulls answers directly from KeyPoint's own knowledge sources instead of relying on a fixed set of scripted responses.

A Six-Year Partnership Reaches Its Next Stage

KeyPoint, which holds $1.6 billion in assets and $2.1 billion in assets under management, has worked with Eltropy for more than six years. As member expectations rose, the credit union's original AI solution, built on predefined intents and scripted answers, increasingly struggled to keep up. KeyPoint saw the moment as more than a routine technology upgrade, and set out to find an AI platform that could understand context, hold intelligent, human-like conversations, and improve every member interaction. The goal went beyond modernizing the contact center, toward investing in an AI foundation that could scale and serve members for years to come.

After evaluating multiple top-tier vendors, KeyPoint expanded its Eltropy deployment to include AI Voice and AI Chat alongside Appointment Management, replacing scripted interactions with AI that retrieves information in real time and handles both authenticated and unauthenticated inquiries.

“This has the ability to change our member experience in a really positive way,” said Josh Herzog, VP of Operations Experience & Payments at KeyPoint Credit Union.

Building a New Authentication Path Together

KeyPoint also pushed the deployment past a standard implementation. Working alongside Eltropy's team, KeyPoint helped design a debit card-based authentication workflow, a capability that had not previously been deployed at any financial institution. The two teams built the verification experience to meet KeyPoint's high standards while keeping the process simple enough for members to adopt from day one.

Measurable Results Within a Month

The impact showed up quickly. Voice service levels climbed from 75% to 87% in KeyPoint's first month with the expanded deployment, while chat service levels improved as well. Eltropy AI resolved 92% of chat inquiries and nearly 93% of voice inquiries, keeping the majority of routine questions from ever reaching a live agent and giving KeyPoint leadership confidence that members were getting accurate answers, not just faster ones.

With fewer repetitive inquiries landing on the frontline, KeyPoint's contact center team has more time for the conversations that call for a human, while members can get answers whenever they need them.

What Comes Next

KeyPoint's next step is rolling out an internal knowledge base so staff can get instant answers to policy and procedure questions instead of tracking down a colleague by phone, email or Teams. Beyond that, the credit union is preparing for agentic AI to take on more of the work itself, such as an AI agent that transcribes a member's call in real time, opens a dispute case automatically, and texts the member a case number before they hang up.

“It's reimagining how work gets done,” Herzog said. “What if I could give you hours back every week? That's not replacing you, but just reimagining what your role is.”

"KeyPoint asked for a way to authenticate members that didn't exist yet, and we built it with them," said Ashish Garg, CEO and Co-Founder of Eltropy. "Now every credit union on our Agentic AI Platform has access to it."

For more information about KeyPoint’s success with Eltropy, see the case study here.

About Eltropy

Eltropy is the leading agentic AI-powered conversations platform for community financial institutions (CFIs). Credit unions and community banks use Eltropy to deliver better consumer experiences, improve efficiency, and drive measurable outcomes across the institution, helping them better serve the people and communities that count on them every day. The platform brings together Agentic AI, text, voice, video, chat, and automation across the full consumer lifecycle, from lending and servicing to collections, marketing, contact center, and branch operations, all through a single platform integrated with 50+ banking systems. For more information, please visit eltropy.com.

About KeyPoint Credit Union

KeyPoint Credit Union is a member-owned financial institution serving more than 55,000 members with $1.6 billion in assets and $2.1 billion in assets under management. Guided by a member-first philosophy, KeyPoint is committed to helping individuals and families achieve lifelong financial well-being through personalized financial services, education, and trusted support. For more information, visit kpcu.com.

Steve Jensen
Eltropy
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