ABNB Federal Credit Union has announced its partnership with Eltropy, the leading AI-powered digital conversations platform for community financial institutions (CFIs). The collaboration marks a significant step in ABNB’s strategy to enhance member communication and engagement across its entire operation.
Serving members throughout Greater Hampton Roads, Virginia, and Northeastern North Carolina, ABNB Federal Credit Union began its digital transformation initiative in mid-2024. The primary objective: to offer members seamless, omnichannel communication tailored to their preferences—anytime, anywhere.
“We were very clear from the beginning that this is not just about the contact center,” said Vic Hall, Chief Experience Officer at ABNB Federal Credit Union. “When member needs assistance from ABNB—whether it’s for general inquiries, lending, or credit resolutions—we wanted the full member journey within a single platform. Eltropy stood out as the only partner capable of meeting all our requirements.”
Following a comprehensive evaluation of multiple vendors, ABNB selected Eltropy as the unified solution that could address over 20 communication use cases while delivering an integrated, seamless experience. The implementation will consolidate seven to eight disparate vendor systems into a single, unified platform spanning all departments and channels.
Key outcomes from the partnership include:
- Enabling members to choose their preferred communication channels
- Allowing seamless switching between text, voice, chat, and video
- Leveraging AI to automate routine interactions and offer 24/7-member support
- Providing an integrated, multi-department solution for greater operational efficiency
“In just eight months, our team will be consolidating the use of 7-8 vendors into a single unified platform to ensure that every interaction along a member’s journey is reportable, easily accessible, and managed in one system,” added Mick Vollmer, Chief Information Officer at ABNB. “This will allow us to increase engagement when our members need us most.”
Eltropy’s advanced AI capabilities were a key factor in ABNB’s decision. The credit union anticipates automating 50-60% of all contact center interactions across voice and chat channels, freeing up staff to focus on more complex and high-value member needs.
“Imagine providing your members the ability to text their banker during work hours and then call them directly later in the day,” said Hall. “Or using AI to automate secure chat interactions so members can experience faster service delivery around the clock.”
ABNB has opted for a phased implementation, starting with smaller teams to fine-tune processes before scaling enterprise wide. This thoughtful approach is designed to minimize disruption and ensure staff can adapt to the new system smoothly.
“What ABNB is doing isn’t just following an industry trend—they’re crafting a member experience that respects how people want to communicate today,” said Ashish Garg, Co-founder and CEO of Eltropy. “Their thoughtful, member-first approach aligns perfectly with our platform’s design philosophy. Eltropy was built to eliminate the communication silos that frustrate members and staff alike.”
ABNB Federal Credit Union’s adoption of Eltropy’s unified, AI-powered platform reflects a growing trend among credit unions embracing digital transformation to deliver better member experiences. By streamlining communication, increasing automation, and enhancing engagement, ABNB is positioning itself at the forefront of member-centric service in the community financial institution space.
