July 19, 2025 11:00 am
Register now
Home » Diamond Credit Union’s Vendor Selection Journey For Intelligent Virtual Assistant Technology
Diamond Credit Union was under growing pressure to manage surging call volumes, particularly after a 20% increase during the pandemic. The contact center struggled to maintain response times, and manual verification processes were slowing down service. DCU needed a way to reduce the burden on staff, improve member experience, and modernize authentication—all without sacrificing security or support quality.
By launching interface.ai’s Voice AI Assistant, DCU now offers instant, 24/7 support, automates high-volume calls, and streamlines authentication—freeing staff to focus on complex needs and delivering a faster, more secure member experience.
Diamond Credit Union is a full-service, not-for-profit, member-owned institution serving more than 64,000 members. Founded in 1947, DCU offers checking, savings, loans, commercial services, and financial planning. With a focus on innovation and service, DCU is committed to making banking more efficient, secure, and member-focused.
Since the onset of the pandemic, Diamond Credit Union experienced a sustained 20% increase in call volume, placing significant strain on its contact center operations. The rise in inbound inquiries made it challenging to maintain response times and meet member expectations for timely, high-quality service.
At the same time, DCU recognized that its verification process – often time-consuming and manual – needed to evolve. To better protect members and reduce friction, DCU sought to modernize its authentication strategy by incorporating advanced technologies such as voice biometrics, caller ID, and fraud detection tools. Their goal was not only to enhance security, but also to create a faster, more seamless experience for members.
“The vision of the project is quite simple. It is to get our membership answers to their questions quickly, and more efficiently.”
After evaluating several vendors and speaking with peer credit unions, DCU chose interface.ai’s Voice AI Assistant for its quick implementation, deep credit union expertise, and robust, AI-powered features.
“Some of the solutions we looked at were too broad in their coverage with a good AI system but not targeted to credit union member support. There were other solutions that were more focused but didn’t have robust features like biometrics, call spoofing tools, etc. interface.ai was the only vendor providing a broad range of solutions to support credit union members.”
“We talked to many other companies but did not feel like they were engaged in our problems. We didn’t like the casual attitude of a few vendors. A few vendors provided a long timeline of solutions that we were not looking at all. We always felt that interface.ai provided a connection to what we needed. We heard positive feedback from interface.ai’s current clients as well. Every one of them gave us glowing remarks, and we felt that interface.ai understood what we were searching for and how to improve our member experience.”
Ultimately, DCU saw interface.ai as the most capable and credit union-aligned partner—offering the right mix of relevant features, industry understanding, and responsiveness to help them meet both immediate needs and long-term goals.
With interface.ai’s Voice AI Assistant, DCU is delivering faster service, more secure interactions, and freeing staff to focus on deeper member engagement. The AI handles high-volume, routine inquiries – providing accurate, 24/7 responses and significantly reducing pressure on contact center staff.
By automating routine questions – like balance inquiries, branch hours, and payment information – the Voice AI gives staff more bandwidth to engage with members on complex or sensitive matters. This shift enables DCU to deliver more personalized service where it matters most.
“The AI will support all the surface level inquiries more efficiently so that when our members do have more in-depth needs or are looking to build a relationship with us, we can get them through to one of our talented staff.”
Unlike a traditional outsourced after-hours call center—which offered limited support – interface.ai’s solution enables full self-service for members at any time of day. Whether it’s after-hours or during peak traffic, members now receive consistent, accurate responses without wait times.
“This technology will allow us to get answers to our member’s questions quickly with 24/7 availability. Currently, we have our connection with a call center for 24-hour service, but the conversation they can have with a member is very limited. With this change, we will be able to provide answers to our members in a 24/7 environment”
In addition to service efficiency, DCU is improving security and streamlining authentication. By layering tools like voice biometrics and caller ID, the AI verifies members passively and in real-time—reducing time spent on manual verification while protecting against fraud attempts. This not only strengthens member trust but also improves call flow and agent productivity.
“Today, verification can be a painful process. And looking to incorporate the voice biometrics, the caller ID, and fraud prevention is a great tool to protect our membership, along with helping us to be more efficient when we do get that call so that we don’t have to take another 30 seconds to a minute or longer to authenticate them.”
“Today, financial institutions are challenged to manage the ever-rising number of member inquiries. We believe implementing Intelligent Virtual Assistants is the only way for most financial institutions to offer timely support, provide personalized service to members at scale and manage operations efficiently. We are excited to partner with DCU and enable them to improve their service levels, engage better with their members, automate calls, and also onboard new members.”
Download the full customer story in pdf to share with colleagues.
