Eltropy announced today that Cobalt Credit Union has deployed its AI Voice technology, achieving an 83% session containment rate while maintaining high member satisfaction.

The Papillion, Neb.-based credit union, which serves military members and their families, is among the first clients using the DNA core system to implement Eltropy’s AI Voice solution, according to Eltropy’s release. The rollout allows Cobalt to provide 24/7 member support across multiple channels without reducing service quality, the company said.

The credit union, formerly known as SAC Federal Credit Union, first launched video banking through POPi/o, which was later acquired by Eltropy, followed by chat and text messaging before introducing AI-driven tools.

Cobalt implemented its first AI agent in August 2024 alongside a new digital banking platform and added generative AI capabilities two months later, according to the release. The recent deployment of AI Voice completes its multi-channel strategy, giving members the option to interact through voice, text, chat or video.

“From Day One, our AI-powered contact center assistant has delivered measurable results and positive feedback from both members and staff,” said Chasmine McIntosh, Cobalt’s vice president of digital banking.

The credit union reported lower call abandonment rates and faster resolution as members increasingly rely on the AI assistant for common banking needs.

Register here for early-bird pricing for the inaugural FinAi Banking Summit, taking place March 2-3 in Denver. View the full event agenda here.