American Heritage Credit Union's AI agent Gigi handles 598,000 member conversations in 11 months
For the head of contact centers at a regional bank
SoundHound AI said on Nov. 12 that American Heritage Credit Union, based in greater Philadelphia, has handled 598,000 member conversations in 11 months with Gigi, a voice and chat AI agent built with SoundHound.1
The release does not say why the credit union chose SoundHound or what it spent; it says the credit union put a conversational AI agent in front of members so representatives can spend time on the conversations that matter most and members get around-the-clock help.1
From July 2025 through May 2026, Gigi resolved 88% of fraud and dispute chats, 78% of account maintenance chats and 70% of rate and certificate inquiries without a human representative becoming involved, according to the SoundHound release; the release does not say how it defines "resolved" or whether outcomes were independently checked.1
Gigi answers phone and chat lines 24/7, verifies members, reads balances and recent transactions, moves money between accounts, activates and replaces debit cards, and handles more than 30 types of requests, the release said; on the phone she averaged 1,897 conversations a day.1
When a member needs a person, Gigi passes the full conversation to a representative with one click, and the representative sees the member's verification status at the top, according to the release.1
American Heritage is adding agentic workflows for more complex requests and building proactive alerts, starting with mail flagged as undeliverable, with unactivated debit cards, delinquent loans and negative balances next, the release said; it gave no dates.1
The figures come from the vendor's own release, not an audit, so executives weighing similar agents should ask how "resolved without a human" is defined and tested. The release does not explain why fraud and dispute chats close unassisted more often than account maintenance, a gap to probe given that a dispute reported to a bot is still a dispute the institution received.
Our take. A credit union's bot closes 88% of fraud and dispute chats with no person involved. Those are the chats where a missed complaint becomes an exam finding. The benchmark for automation has moved. Your dispute controls may not have.
Action. Legal and compliance: Test whether disputes raised in chatbot or voice-bot conversations start the error-resolution clock and reach the dispute queue.
Sources
- ReportAmerican Heritage Credit Union's AI agent surpasses half a million member conversations GlobeNewswire
- Also reported byFrom ‘Whether’ to ‘How’: The Emerging Agentic Playbook for Community Banks and Credit Unions Thefinancialbrand