During the pandemic, Dover Federal Credit Union (DFCU) saw call volumes more than double, overwhelming their contact center. Wait times and abandonment rates, once well below industry benchmarks, began to rise sharply. Traditional solutions like hiring or outsourcing were deemed unsustainable for the long term.
operational cost savings
hours of member wait time saved
call automation on day 1
Dover Federal Credit Union (DFCU), has been the winner of the Central Delaware Chamber of Commerce President’s Award for Excellence. Dover FCU, with over $641M in assets, has evolved as a member-owned financial cooperative since 1958 and is currently providing its financial services to over 44,000 members.
Dover Federal Credit Union (DFCU) has long been focused on delivering exceptional, seamless service to its members. But when the pandemic hit, member interaction patterns shifted dramatically, causing call volumes to more than double.
This sudden spike overwhelmed their call center. A team that had consistently maintained wait times under 2 minutes and call abandonment rates below 5% began to see both metrics climb sharply, impacting member satisfaction and operational efficiency.
DFCU knew that hiring more agents, outsourcing, or adding an overflow call center would only offer short-term relief. They needed a scalable, long-term solution to manage increasing call volumes, reduce pressure on staff, and ensure high service levels across every interaction.
Due to the pandemic, our call volumes doubled, and this impacted our service levels. None of the traditional solutions such as outsourcing and hiring additional staff were scalable efficiently.
To find the right AI partner and launch an AI-powered Voice Agent, Dover Federal Credit Union (DFCU) undertook a comprehensive vendor evaluation process. Their goal was to identify a solution purpose-built for credit unions – one that could deliver long-term value, support seamless integrations, and elevate the member experience.
DFCU explored vendors by:
This rigorous and credit union-specific approach ultimately led DFCU to select interface.ai as the partner best aligned with their strategic goals and commitment to delivering exceptional member service through AI.
The launch of Dover Federal Credit Union’s Voice AI Agent, ‘Beau’, delivered immediate and transformative results across member experience, operational efficiency, and cost optimization.
On day one, Beau successfully automated over 40% of incoming calls, significantly easing pressure on the contact center and freeing up staff to focus on more complex, high-value member interactions.
“We have achieved 40% call automation on day 1 of launch of ‘Beau’, our Voice AI Assistant, powered by interface.ai.”
“interface.ai’s Intelligent Virtual Assistant will enable us to eliminate abandonment rates & call wait times. And also provide full service to members 24/7/365, helping us enhance our member experience. Furthermore, enable us to optimize our operational costs by creating efficiencies across the organization”
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