ACU needed to manage a sharp increase in call volumes and digital interactions due to the pandemic, while maintaining high service levels. Member service teams were overwhelmed with routine inquiries, limiting their ability to support more complex member needs.
With interface.ai’s Voice and Chat AI, ACU now delivers 24/7 support across channels, reduces agent workload, and improves efficiency. The AI agents instantly resolve routine questions, allowing staff to focus on personalized, high-value interactions.
America’s Credit Union(ACU), a Credit Union with over $625M in assets, provides a diverse set of financial products and services to over 40,000 members in the Pacific Northwest. With ACU, individuals and business customers have access to sound savings programs, checking accounts, competitive loan options, and a variety of other convenient services.
America’s Credit Union(ACU) aims to exceed its members’ expectations continuously and was on the lookout for solutions that will enhance its member engagement capabilities. With the onset of the pandemic and increased usage of electronic channels among members, ACU was looking for a solution that will help them efficiently manage member support channels, be future-ready & available round the clock to cater to member needs.
“We were looking for solutions that will help us complement our member service channels, make our member support function efficient and improve our overall member engagement. With the onset of COVID-19, we saw a dramatic increase in the usage of online channels from our members, and we were looking for a solution that would help us maintain high service levels.”
Through the solution, ACU wanted to ensure quality support to members, 24×7 operations, and build capability to track call center performance. ACU also wanted to free up staff so they could handle complex member issues.
“Due to the pandemic, we experienced an increase in volumes on the call center, which impacted our service levels. Our member support staff spent significant time answering basic questions and could not spend time with members having complex questions. We were on the lookout for a solution that will help us solve member support bottlenecks, manage the increasing call volumes and enable us to enhance the overall member experience.”
Extensive research of the technology & case studies of several Credit Unions incorporating AI convinced the executives at ACU that AI was the technology that would help them overcome their challenges and enable them to support their members better, both now and in the future. AI’s ability to create seamless experiences and adapt based on the changing member needs were also crucial to decide on the technology.
“Artificial Intelligence & IVAs, in particular, will enable us to create seamless experiences for members and create efficiencies across the organization. With the ability of the technology to continuously learn and improve, we will be able to adapt to new member needs and evolve.”
After an extensive vendor selection process, ACU chose interface.ai as its partner for its AI agents across Voice and Chat. The key reasons for ACU choosing interface.ai were:
After the launch of this solution, when members interact with ACU through chat or phone, they now instantly get responses to their questions. The Voice and Chat AI enables ACU to provide full service to members 24×7, ensure support teams have the bandwidth to assist members with complex needs, and enable ACU to be operationally efficient.
“With this engagement, we aim to stay relevant to all types of members and offer them the best member experience possible. The IVA will enable us to instantly respond to member inquiries round the clock and offer higher service levels. This technology will also enable our member support staff to focus on solving more complex member issues. The IVA will help us create efficiencies across the organization and provide us a significant competitive edge.”
With interface.ai’s Voice and Chat AI Agents in place, ACU is:
Through this partnership, ACU will be enhancing their member experience from digital to AI-first and enable highly personalized and instantaneous engagement with members.
“The increased member interactions in light of the pandemic reinforced our decision to adopt the IVA. The IVA will help us handle the increased call volumes, improve efficiencies and overcome the stress on the call center.”
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