Eltropy, IDgo and InTouch Credit Union set webinar on device-based member authentication

Eltropy will host an Oct. 20 webinar with IDgo and InTouch Credit Union on moving member verification beyond security questions. The session will highlight how InTouch cut authentication time by 60-90 seconds per live call and raised device-authenticated interactions from 2% to 24%.

Why it matters: - Credit unions are under pressure to verify members faster without adding friction. - Device-based authentication can speed live-agent calls and give AI voice systems more confidence about who they are talking to. - InTouch Credit Union says the shift freed up employee time while improving member service.

What happened: - Eltropy announced a webinar with IDgo and InTouch Credit Union on modernizing member authentication. - The session, titled "Modernizing Member Authentication: InTouch CU's Leap to Agentic Trust," is set for Tuesday, Oct. 20, 2026, at 9 a.m. PT / 12 p.m. ET. - Registration is open for the webinar. - The event is aimed at credit union and community bank leaders in member experience, contact center, digital and risk roles.

The details: - InTouch Credit Union serves more than 70,000 members across all 50 states and 20 countries. - The credit union has more than $800 million in assets. - InTouch moved from knowledge-based questions to device-based authentication through Eltropy's integration with IDgo. - Monthly IDgo authentication volume increased 1,034% after deployment. - The share of member interactions authenticated with IDgo rose from 2% to 24%. - Successful authentication through Eltropy AI Voice Agent nearly doubled. - Authentication time on live-agent calls dropped by 60 to 90 seconds. - The time savings equal roughly 250 hours of employee capacity each month across 10,000 calls. - The panel will cover how InTouch made the shift, how staff and members adjusted, and how a trusted device relationship carries from a live call to an AI voice conversation. - The discussion will also cover where InTouch plans to extend the integration, including more member interactions, service channels and high-trust transactions. - Speakers include Kristen Schmieg-Jester, SVP and chief digital officer at InTouch Credit Union; Rocky Scales, CEO of IDgo; and Abhishek Tiwari, chief product officer at Eltropy. - Eltropy is the Agentic AI Platform for credit unions and community banks. - More than 750 financial institutions trust Eltropy, according to the company.

Between the lines: - The webinar reflects a broader industry move away from static security questions and toward persistent identity signals. - That shift matters more as credit unions introduce AI agents, since automated service depends on knowing the member before the conversation proceeds. - The InTouch case study gives the vendors a concrete proof point for agentic AI in a regulated financial setting. - Schmieg-Jester said the partnership modernized identity verification while reducing friction for members and employees. - Tiwari said credit unions need identity certainty before they let AI agents handle important requests. - Scales said a trusted device relationship lets later interactions start from firmer ground.

What's next: - The webinar will include a Q&A with the panel. - InTouch plans to expand the integration into more member interactions, service channels and high-trust transactions. - Credit union and bank leaders can register for the webinar through Eltropy's announcement.