American Heritage Credit Union’s AI Agent Surpasses Half a Million Member Conversations in Under a Year with SoundHound AI
Key Highlights
- ➤598,000 member conversations handled in 11 months by American Heritage’s Gigi AI agent
- ➤Gigi resolved 88% of fraud and dispute chats without human involvement
- ➤Gigi resolved 78% of account maintenance chats without representative involvement
- ➤Gigi resolved 70% of rate and certificate inquiries without human involvement
- ➤SoundHound AI’s Gigi averaged 1,897 phone conversations daily
Expert Statements
Brad Grafton, SVP at SoundHound AI
“AI agents are becoming the front door to the institutions people rely on, and there are few places trust matters more than with someone’s money. Members don’t care whether they’re talking to an agent or a person. They care that the problem gets solved, safely, and quickly, the first time”
Brad Grafton, SVP at SoundHound AI
“American Heritage has built that into Gigi, and its members trust her with everything from card activations to fraud disputes.”
Rebecca Londo, Digital Analyst at American Heritage Credit Union
“An integral part of our credit union philosophy is people helping people, member outreach, and member experience. Really making them feel part of it. You feel like you’re talking to an actual person when you’re talking to the bot.”
SANTA CLARA, Calif., Nov. 12, 2026 (GLOBE NEWSWIRE) -- SoundHound AI, Inc. (NASDAQ: SOUN), a global leader in voice and agentic AI, today announced that American Heritage Credit Union has handled 598,000 member conversations in 11 months with Gigi, its voice and chat AI agent built with SoundHound AI. From checking balances to resolving fraud and dispute questions, Gigi handles more than 30 types of member requests, 24/7.
Founded in 1948 as the Budd Workers Federal Credit Union, American Heritage has grown to more than $5 billion in assets, 325,000 members, and 35 locations in greater Philadelphia. It was among the first credit unions in the U.S. to put a conversational AI agent in front of its members, so its representatives can spend their time on the conversations that matter most, and members get around-the-clock assistance.
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