Call center ai · Production

Verint Speech Analytics and Voice Survey help VyStar Credit Union reduce call abandonment 71.6% and improve member ratings

The problem

VyStar's exponential growth brought it under additional CFPB regulatory oversight on top of existing NCUA, FDIC, and OCC requirements, creating pressure to improve operational efficiency and member experience at scale while managing expanded compliance obligations.

Workflow diagram · grounded in source

Member interaction data collection

trigger

“closed-loop process to track and measure member satisfaction through transactional surveys and unstructured data from member voice interactions”

AI call transcription and analysis

ai_action

“Powered by Verint Da Vinci AI and offering outstanding transcription and comprehension accuracy, Verint Speech Analytics transcribes 100 percent of recorded calls to automatically discover and analyze words, phrases, categories, and them…”

Multi-source data integration

integration

“VyStar combines Verint Speech Analytics data with data from Verint Voice Survey and its customer relationship management system. Fed into a data lake”

Dashboard and scorecard output

output

“the data is consolidated into Power BI dashboards, with the input used to create customer service specialist scores and determine member ratings”

Insight-driven improvement actions

feedback_loop

“VyStar can readily identify areas for improvement. Further, with the insights gained from Verint Speech Analytics and Verint Voice Survey, it can focus on those areas that will have the biggest positive impact on member experience. In ad…”

Reported outcome

Following deployment of Verint Speech Analytics and Verint Voice Survey with voice of member dashboards, VyStar improved average speed to answer by 64.7%, reduced call abandonment rates by 71.6%, raised member ratings by 7.5%, and increased agent satisfaction by 4.7%.

Reported metrics

Average speed to answer improvement64.7%

Call abandonment rate reduction71.6%

Member ratings improvement7.5%

Agent satisfaction increase4.7%

Show all 6 reported metrics

average speed to answer improvement64.7%

call abandonment rate reduction71.6%

member ratings improvement7.5%

agent satisfaction increase4.7%

recorded calls transcribed100 percent

year-over-year performance improvementsignificant year-over-year performance improvement

Reported stack

Verint Speech AnalyticsVerint Voice SurveyVerint Da Vinci AIVerint Open PlatformPower BIcustomer relationship management systemdata lake

Source

https://www.verint.com/case-studies/best-of-breed-verint-cx-automation-helps-vystar-credit-union-boost-member-experience/

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Frequently asked questions

What did this team achieve with this AI workflow?

Following deployment of Verint Speech Analytics and Verint Voice Survey with voice of member dashboards, VyStar improved average speed to answer by 64.7%, reduced call abandonment rates by 71.6%, raised member ratings…

What tools did this team use?

Verint Speech Analytics, Verint Voice Survey, Verint Da Vinci AI, Verint Open Platform, Power BI, customer relationship management system, data lake.

What results were reported?

Average speed to answer improvement: 64.7%; Call abandonment rate reduction: 71.6%; Member ratings improvement: 7.5%; Agent satisfaction increase: 4.7% (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Member interaction data collection → AI call transcription and analysis → Multi-source data integration → Dashboard and scorecard output → Insight-driven improvement actions.