NeuraFlash Powers BCU’s Personalized Member Experiences with Agentforce

At BCU, every member interaction is personal. Every question deserves clarity. Every solution should feel human. But as the credit union grew, the team faced a challenge: how do you keep that personal touch when service demand is skyrocketing?

That’s where NeuraFlash and Agentforce stepped in. Together with Salesforce, they reimagined BCU’s digital service experience, bringing all service operations into a single, intelligent platform with Agentforce Service Agent, Salesforce Chat, and an Einstein Bot. The mission was clear: let members get answers fast, but never feel like they’re talking to a machine.

Enter Freeda, BCU’s Agentforce-powered “financial freedom assistant.” Unlike traditional bots, Freeda is smart, flexible, and conversational. She understands members’ needs, pivots naturally across topics, and delivers secure, personalized answers using BCU’s centralized Salesforce data. And when questions get complex, she seamlessly hands members off to live agents, ensuring that no one ever hits a dead end.

The results? Members are getting the answers they need faster than ever, with 84% of inquiries resolved directly by Freeda, escalations down 15%, and agents resolving complex cases 27% faster. More than metrics, though, the impact is in the experience: members feel heard, cared for, and empowered, while agents can focus on the moments that truly matter.

"Our members hold us to a very high standard of service. Partnering with Neuraflash allowed us to confidently pursue our agentic roadmap knowing we'd continue to meet and exceed that high standard."
John Sahagian
SVP/Chief Data Officer

With NeuraFlash and Agentforce, BCU didn’t just upgrade its technology—they amplified what makes the credit union special: warmth, trust, and personal service, at a scale that grows with their members.