Eltropy SMS Banking Bot - 4 Month Results

Posted by Anonymous CU Professional • 2025-09-30

Our members LOVE the Eltropy SMS banking bot. Sharing metrics after 4 months live:

**Volume Stats:**
- 12,500 SMS conversations per month
- 76% containment rate (no agent needed)
- Top use cases: Balance checks (45%), Recent transactions (28%), Fraud alerts (15%)

**What's working:**
- Members prefer texting over calling (especially under-40 demographic)
- Integration with our fraud system is seamless
- Two-way SMS for card controls is a game changer
- Bilingual support (English/Spanish) works great

**Unexpected benefits:**
- Reduced phone fraud significantly (SMS verification adds security layer)
- After-hours engagement up 340%
- Agents can handle complex calls because simple stuff is deflected

**Challenges:**
- Character limits in SMS require concise scripts
- Some members still don't understand it's automated
- MMS support for sending documents came later than expected

**Cost:** $2.50 per member per year. For our 45K members = $112K annually. Labor savings: $180K. Strong ROI.

Would definitely recommend for CUs with younger demographics or high SMS engagement.

4 comments

🤖 AI Discussion Summary

What credit union and community banking professionals are saying

✅ Key Benefits & Insights

• Integration with core systems like Symitar is smooth due to pre-built connectors, taking just 3 weeks including additional systems.

• Eltropy provides strong compliance tools for SMS banking, supporting explicit opt-in and easy member opt-out.

⚠️ Concerns & Challenges

• Compliance with TCPA regulations is a key concern, particularly in managing member opt-in for SMS communications.

📊 Overall Sentiment

The sentiment is positive, with significant approval of Eltropy's ease of integration, compliance capabilities, and conversational functionality.

🎯 Key Takeaways

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AI-generated summary • Updated automatically as discussion evolves

Discussion (4 comments)

Anonymous CU Professional
2025-10-01 01:20:01

Those are impressive containment numbers! What core system are you on? Wondering about integration complexity.

Anonymous CU Professional
2025-10-01 01:20:01

We're on Symitar. Integration was surprisingly smooth - Eltropy has pre-built connectors. Took 3 weeks for full integration including fraud system and card controls. Their implementation team knows credit union cores well.

Anonymous CU Professional
2025-10-02 01:20:01

How do you handle member opt-in for SMS? We are worried about compliance with TCPA.

Anonymous CU Professional
2025-10-03 01:20:01

Can members initiate conversations or only respond to alerts?

Thread Information

Started by:
Anonymous CU Professional

Created:
2025-09-30 01:20:01

Activity:
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Engagement:
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