When employees use AI to get better answers, customers have better experiences
AI in CX summit | 2026
When employees use AI to get better answers, customers have better experiences
Aimee Ten Eyck-Schaffer [20 min]
When your employees can’t find what they need, your members feel it. In this session, OnPoint Credit Union’s Aimee Ten Eyck-Schaffer shares how a 600,000-member credit union transformed internal knowledge search and what it meant for employee confidence, content quality, and member experience.
See what it covers:
- Why traditional keyword search left employees clicking around and calling colleagues instead of trusting the system, and how AI search changed that immediately
- The metrics that tell the real story: more searches, fewer clicks, and an answer rate that climbed from 75% to 80% in just three weeks
- How search data revealed gaps between how employees talked about processes and how documentation described them, turning AI into a content improvement engine