Cobalt Credit Union deploys Eltropy’s AI Voice technology

Cobalt Credit Union has implemented Eltropy’s AI Voice technology to automate and enhance its contact center, handling a large share of member calls through conversational self-service while maintaining high satisfaction.​

What was deployed

• Cobalt Credit Union rolled out Eltropy’s AI Voice solution, a conversational voice bot integrated with its phone system and core banking environment.​

• The system is used to manage common inbound calls such as balance inquiries, transaction history, and other routine questions that previously required human agents.​

Performance and outcomes

• The deployment is reported to achieve about an 83% “session containment” rate, meaning most AI-handled calls are completed without transfer to a live agent.​

• Member satisfaction has remained high while call wait times and load on human staff have been reduced, allowing staff to focus more on complex, high‑value interactions.​

Role in Cobalt’s operations

• Cobalt Credit Union, based in Papillion, Nebraska, serves military members and their families worldwide and is among the first users of Eltropy AI Voice integrated with the DNA core system.​

• The credit union uses the AI Voice deployment as part of a broader digital and automation strategy to provide 24/7 service and improve operational efficiency in its contact center.​