American Heritage Credit Union’s AI Agent Surpasses Half a Million Member Conversations in Under a Year with SoundHound AI
SoundHound AI (NASDAQ: SOUN) announced that American Heritage Credit Union handled 598,000 member conversations using its Gigi AI agent.
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Rhea-AI Summary
SoundHound AI (NASDAQ: SOUN) announced that American Heritage Credit Union handled 598,000 member conversations using its Gigi AI agent. The voice and chat agent reached that total in 11 months.
From July 2025 through May 2026, Gigi resolved 88% of fraud and dispute chats, 78% of account maintenance chats, and 70% of rate and certificate inquiries without a human representative. It averaged 1,897 phone conversations daily. American Heritage is adding workflows for more complex requests and building proactive account alerts. When members need a representative, Gigi transfers the conversation and verification status.
Key Figures
- Member conversations
- 598,000 conversations
- Handled by Gigi over 11 months
- Fraud and dispute chat resolution
- 88%
- July 2025 through May 2026; resolved without a human representative
- Account maintenance chat resolution
- 78%
- July 2025 through May 2026; resolved without a human representative
- Rate and certificate inquiry resolution
- 70%
- July 2025 through May 2026; resolved without a human representative
- Average phone conversations
- 1,897 conversations per day
- Gigi’s average
- Completion rate
- 100%
- Dispute inquiries, loan applications, and contact requests
- Silent and dropped calls screened
- About 5% of inbound voice traffic
- Screened by Gigi
AI-generated analysis. How Rhea-AI works. Not financial advice.
AI agent Gigi now resolves
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
“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,” said 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.”
Meet Gigi
Gigi answers American Heritage’s phone and chat lines 24/7 and is the first point of contact for most members. She verifies members, reads balances and recent transactions, moves money between accounts, resets Online Teller passwords, activates and replaces debit cards, and quotes loan payoff amounts. She also finds branches with their hours and services, and walks members through opening an estate account.
Results in Under a Year
From July 2025 through May 2026, Gigi resolved
Dispute inquiries, loan applications, and contact requests reach
People for the Conversations That Matter
When a member needs a person, Gigi moves the full conversation to a representative with one click. The representative sees every question, every answer, and the member’s verification status at the top. The member doesn’t repeat their account number, and the representative doesn’t need to verify them again. With routine requests handled, representatives spend their time on more complex member needs.
"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," said Rebecca Londo, Digital Analyst at American Heritage Credit Union.
What’s Next for Gigi
American Heritage is adding agentic workflows so Gigi can handle more complex requests on her own. It is also building proactive alerts. After a member is verified, Gigi checks the account for issues to raise, starting with mail flagged as undeliverable, and can confirm or update the address on the spot. Unactivated debit cards, delinquent loans, and negative balances are next.
To see how financial institutions put AI agents to work with SoundHound, visit, www.soundhound.com/industries/financial-services.
About SoundHound AI
SoundHound AI (Nasdaq: SOUN) is a voice and agentic AI company that enables businesses to deliver natural, end-to-end conversational experiences across digital and physical channels, including phones, kiosks, chat, smart devices, drive-thrus, TVs, in-vehicle, and more. Its agentic platform, OASYS, is a self-learning, orchestrated AI system where organizations can build and deploy conversational AI agents to handle transactions, tasks, and workflows on behalf of customers and employees. Built on proprietary technology backed by 800+ patents and years of AI research, SoundHound serves leading brands across industries including automotive, financial services, healthcare, retail, telecommunications, and more. It powers millions of products and processes billions of interactions annually for enterprise customers worldwide. Learn more at: www.soundhound.com
About American Heritage Credit Union
American Heritage Credit Union is a member-owned financial cooperative with more than
Media Contact
Fiona McEvoy
PR@soundhound.com
415-610-6590
A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/22a671bf-716f-4037-9878-49d31bccd4a8
