Eltropy adds AI tools for credit union banking tasks

Eltropy has added authentication and account services tools to its Agentic AI Platform for credit unions, allowing members to verify their identity and complete routine banking tasks within a single AI conversation.

The new products, the Authentication Sub-Agent and Account Services Sub-Agent, work across voice, chat, SMS and digital banking channels. They are intended to help credit union members complete common service requests without calling a contact centre or visiting a branch.

The authentication tool verifies a member's identity during an AI interaction when a request involves sensitive or personalised information. Instead of sending users through a separate step, it is triggered within the conversation, enabling the AI system to move from general enquiries to account-specific actions.

This approach is intended to support secure access to member data and meet compliance requirements while reducing friction in routine interactions. Once a member is authenticated, the account services tool lets them carry out a range of tasks that would typically be handled by branch or call centre staff.

These include accessing account information, reviewing transaction history, managing cards, checking updates on loans and payments, handling payment- and cheque-related service requests, and retrieving membership and account details. The tools are aimed at routine activity rather than more complex financial discussions.

Sector shift

The launch comes as credit unions and other financial institutions consider how far AI can move beyond customer support into transactional activity. Eltropy cited research showing that more than four in 10 consumers are comfortable using AI to complete financial transactions, while 58% of credit unions have already deployed chatbots or virtual assistants.

That marks a shift from earlier use cases focused mainly on answering common questions. For many institutions, the challenge has been verifying identity and managing risk within an automated conversation before allowing access to account-level information or enabling account actions.

According to Eltropy, one credit union using its system found that AI handled 80% of the call drivers members contacted it about, which staff had classified as basic service needs. That reduced the number of requests reaching live agents.

Platform buildout

The new sub-agents sit within Eltropy's broader Agentic AI Platform, which it markets to credit unions and a wider network of fintech and core system partners. The company says the platform is used by more than 750 credit unions and includes more than 50 system integrations.

That partner network matters because AI tools in banking need links to core systems and back-office environments where account data resides. By embedding the new services in the same platform, Eltropy aims to give institutions a single route for both communication and automated service delivery, rather than relying on separate providers for messaging, authentication and transactional workflows.

The company says this could reduce vendor sprawl for credit unions while giving fintech partners a governed route into financial institution systems. For smaller institutions in particular, the operational appeal of AI often depends on whether it can be introduced without adding another layer of disconnected software.

Eltropy describes itself as a conversations platform for community financial institutions, offering text, SMS, chat, video and voice through a single system. Its focus on credit unions reflects a segment of the financial services market that often has fewer internal technology resources than larger banks but faces the same pressure to provide round-the-clock digital service.

Saahil Kamath, Vice President of Product and Head of AI at Eltropy, said the company sees secure task completion as the next step for AI in financial services. "AI agents need to do more than answer questions - they need to safely complete real banking tasks," he said.

"With our Authentication and Account Services Sub-Agents, credit unions can securely verify members and help them resolve everyday banking needs through a single AI conversation. That frees up employees to focus on the financial relationships that actually require a human," Kamath said.