Granite CU: Four New Branches, No New Staff
Using AI to work smarter, not harder, Granite personalizes service and increases membership—without increasing headcount.
Key Takeaways
- ✓ Glia Voice and Glia Digital gave Granite one AI-powered platform to improve member service and unify its in-branch and call-center teams
- ✓ Glia Virtual Assistants—built specifically for credit unions andbanks—acted as virtual labor, automating routine inquiries in English and Spanish so agents had more time to assist members who needed personal assistance
- ✓ Voice AI routed callers to the right agent with full context, ensuring staff always knew why members were calling and freeing them up to offer faster, more personalized service
- ✓ Agent AI offered staff real-time coaching and automated interaction wrap-ups, resulting in less manual work and more time to reinvest in member relationships
- ✓ Manager AI gave leaders instant insights for coaching and workforce planning, paving the way for Granite to get more out ofeach agent—without asking them to do more
- ✓ SMS Messaging let Granite send bulk payment due date and delinquent loan notice reminders, freeing up agents from tedious manual work
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