AI in the contact center delivers real business results. MSU Federal Credit Union (MSUFCU) modernized its member engagement with the Five9 Genius AI-powered CCaaS platform. Call navigation improved. Time to reach an agent dropped. Call abandonment was cut nearly in half. Customer satisfaction and loyalty scores increased.

Today, 75% of chats are handled by MSUFCU’s virtual assistant, Fran, improving both efficiency and the member experience.

Join this webinar to gain insight into how MSUFCU scaled automation thoughtfully, how they determine the right balance between AI and human support, and how secure, streamlined authentication enhances both trust and efficiency. Walk away with practical lessons for building a smarter, more agile customer experience strategy.

Attendees will learn:

• Drive real ROI by reducing costs and improving agent productivity
• Modernize customer experience with intelligent AI agents
• Increase automation success using best practices from MSUFCU