How AI Helped Securityplus FCU Prioritize Frontline Work

Securityplus Federal Credit Union took a practical approach to AI. As contact center demand increased, leadership focused on a simple question: which work truly requires a human, and which does not?

By using AI to absorb repetitive interactions, Securityplus was able to refocus the frontline on higher-value member conversations – without sacrificing service quality.

Using Voice AI to Handle Volume, Not Replace People

Securityplus introduced Voice AI to manage high-volume, routine member inquiries—such as balance checks, transaction questions, and basic account information—that historically consumed a large share of contact center capacity.

The intent was clear:

• Reduce wait times for members
• Deliver consistent, accurate answers
• Escalate to a human only when judgment or empathy is required

Voice AI was built to operate at real scale while supporting Securityplus’ focus on first contact resolution. Today, the impact is measurable:

• 10,000+ calls handled per month by Voice AI
• Over 80% of calls automated
• 84.9% first contact resolution in December
• 92% member adoption

Voice AI now handles two to three times the volume of the call center, escalating only when a human agent is truly needed.

Watch the full webinar above to hear how Securityplus uses Voice AI to scale service without sacrificing experience.

Employee AI: Refocusing the Frontline on High-Value Work

While Voice AI addressed scale, Securityplus was equally focused on improving how work felt for frontline employees.

Jeff described a familiar challenge: when a significant portion of the day is spent answering repetitive questions, it becomes difficult for employees to feel engaged or fulfilled.

“When you think about an employee sitting in a chair eight hours a day and wanting to feel good about the job that they do, it’s really hard to build engagement when twenty to thirty percent of calls are about balances, recent checks, or direct deposits.”

Securityplus recognized that this wasn’t just inefficient – it was unsustainable.

By allowing AI to handle routine, low-hanging fruit calls, the credit union was able to rebalance frontline work. In parallel, employee-facing AI tools were introduced to support agents during live conversations by surfacing relevant knowledge and guidance in real time.

This approach helped:

• Reduce cognitive load for employees
• Improve consistency across member interactions
• Increase confidence during complex conversations

As repetitive work shifted to AI, employees were able to focus on interactions that genuinely require human insight and care.

“We were able to shift employees from the routine, low-hanging fruit to high-value interactions. Our agents are having real impact – and that makes them want to come to work the next day.”

From Operational Efficiency to Business Impact

By embedding AI across both member-facing and employee-facing experiences, Securityplus aligned technology with its broader strategy of being simple and convenient.

The results extended beyond efficiency:

• More time for relationship-building conversations
• Greater capacity for product and lending discussions
• Improved employee satisfaction and engagement
• 6% membership growth from 2022 to 2025

What was once a volume-constrained contact center became a contributor to growth.

The Bigger Picture: AI That Strengthens Human Work

Securityplus FCU’s experience illustrates a broader truth about AI in financial services. When applied thoughtfully, AI isn’t about replacing people—it’s about prioritizing work.

AI handles repetition and scale.
Employees focus on judgment, empathy, and impact.
Members receive faster, more consistent service.

That’s how AI helps financial institutions grow – by making frontline work more meaningful.