Customer serviceCase studyUC-019

Progressive Credit Union

Credit union (seven branches)

Size
Not stated
Where
Ireland (Dublin)
Tool
Retrieval augmented generation chatbot prototype built with CeADAR's EDIH for AI programme

What the AI did

A prototype chatbot answers questions about branch hours, account requirements and policies from the credit union's own documents. It hands over to a live agent with the full conversation when it can't help.

The result

PCU staff tested the prototype and found that approximately 90% of general inquiries could be answered by the chatbot, and only 10% of these questions actually required downstream engagement with a live agent.

Check before trusting

This was staff testing a prototype, not live members, and it isn't in production yet.

Prompt to try it

Test the job on your own material before buying anything. Replace the highlighted brackets.

Here are our FAQs and branch information: [PASTE FAQS, OPENING HOURS AND POLICIES]. Act as our customer help assistant. Answer only from this text, say which section you used and say 'I'll pass you to a colleague' when the answer isn't there. Start by answering this test question: [TEST QUESTION].

Source

CeADAR ↗, 24 July 2026 · case study

This source is independent of the tool supplier or is an official publication.

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