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