How can you become an indispensable Trusted Advisor in a long, complex AI evaluation? It starts by helping the customer look beyond the chatbot label and define what an enterprise-ready member experience must actually do.
In this opportunity, a prominent Midwest-based credit union wanted to modernize member service with a sophisticated AI Agent. At first glance, this could have looked like a digital assistant project. But the real requirement was far more demanding: voice and chat parity, authenticated transaction support, public FAQ automation, and deep integrations into the institution’s existing financial services stack.
The win came from reframing the conversation from “Who can provide a chatbot?” to “Who can deliver a secure, scalable AI member services representative that works across voice, chat, authenticated journeys, and public web traffic?”
Deal Snapshot
Technology Category: CX/AI
Customer Type: Financial Services / Credit Union
Size and Scope: Midwest credit union; AI Agent for voice and chat across authenticated and non-authenticated journeys
Member Experience Profile: Concierge service, authenticated transactions, digital banking, credit card inquiries, account lookup, and 24/7 public FAQs
Current Environment: Member service model needing modernization with premier representative quality
Potential Providers: Competitive 13-month RFP process; boost.ai selected
Product(s): boost.ai AI Agent for Voice and Chat, Boost Voice Gateway; Integrations: Upstream Works, Pindrop, and homegrown APIs.
Compelling Event: Initiative to modernize member experience with secure, scalable natural language service and authenticated transactions
The Win Wire
What was the customer’s ask?
The customer needed an AI Agent across voice and chat that could support natural language, match premier live service quality, and assist authenticated members and public visitors. At face value, the ask was better digital availability and less member friction. In reality, the credit union needed a secure 24/7 representative for authenticated banking journeys in a regulated environment.
How did the TA define the need?
The TA reframed the need around trust, authenticated service, and omnichannel member experience. The issue was not just deflection. The AI had to mirror live service while connecting to banking, card, lookup, and biometric authentication workflows.
The TA positioned a digital member service foundation that could deliver:
- Accurate natural language service.
- Consistent voice and chat experiences.
- Authenticated banking, credit card, and account lookup flows.
- 24/7 public FAQ support for non-authenticated traffic.
- Deep integrations across the existing stack.
- Scalability to expand AI Agent scope.
The discussion shifted from FAQ chatbot to regulated, authenticated member service at scale.
What was the solution?
The selected solution was a multi-phase boost.ai external AI Agent for voice and chat.
It enabled 24/7 service while meeting requirements for authenticated, secure, high-quality experiences across channels.
The solution created value in several ways:
- Delivered intelligent orchestration with NLP-driven routing.
- Enabled voice banking with authenticated transactions.
- Provided chat with authenticated member flows.
- Supported public website chat for FAQs.
- Integrated with Upstream Works for member lookup.
- Connected to homegrown APIs for digital banking and credit card data.
- Used Boost Voice Gateway and Pindrop for native voice and biometric authentication.
Instead of a chatbot, the credit union gained a strategic AI architecture for current needs and expansion.
How did the TA leverage AVANT?
The TA leveraged AVANT resources throughout a regulated, long-cycle evaluation. Collaboration validated the technical story, tied the case to member outcomes, and moved beyond feature checklists.
Support clarified why architecture mattered: authenticated service, integrations, channel parity, scalability, and financial services proof. A Southwest boost.ai reference call became pivotal, giving the credit union confidence after a 13-month RFP.
How did the Trusted Advisor close the deal?
The TA tied modernization to a broader member experience outcome. The immediate need was an AI Agent that acted like a knowledgeable representative, not a basic chatbot.
The larger win was showing boost.ai could scale across authenticated and public use cases without lowering the experience standard. Voice, chat, orchestration, and integrations created a phased expansion path.
The TA emphasized financial services proof, reference validation, scalability, and integrations with Upstream Works, APIs, Boost Voice Gateway, and Pindrop. Post-implementation, the credit union achieved full ROI within three months, reinforcing operational value.
Indispensability in action: the TA turned a long RFP into a secure foundation for 24/7 member service.
MRR: $20k, scaling to $26k in year two
Winning Provider: boost.ai
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