Dupaco faced increasingly sophisticated fraud threats and a growing demand for 24/7 member support. They needed a secure, AI-powered solution to protect members, reduce agent burden, and modernize service delivery.
By deploying interface.ai’s Voice AI, Dupaco enhanced fraud prevention, improved member experience, and enabled 24/7 support. With automation in place, they are also empowering agents to focus on deeper member needs.
overall call automation
after-hours call automation
in annual net savings
Since its founding in 1948, Dupaco Community Credit Union has built a reputation for exceptional service, innovation, and a strong commitment to security for its 160,000+ members across the U.S.
As the threat of fraud grew more sophisticated, and demand for 24/7 member support increased, Dupaco partnered with interface.ai to deploy its industry-leading Voice AI Agent – a solution that now sets the gold standard for security, efficiency, and member experience.
“For us, interface.ai isn’t just about their great Voice AI solution – it’s the whole package. We can take care of our members 24/7, run 150 verification checks in the background of a phone conversation, let them speak in their native tongue, provide more meaningful support…. The list goes on!”
“The only way we’re going to compete with AI fraudsters is to combat it with AI itself. With interface.ai’s industry-unique authentication approach, we are now using the same type of security technology as the Mastercards and Visas of the world – in our own contact center.”
Fraudsters are leveraging increasingly advanced techniques powered by AI, posing serious threats to financial institutions. Like almost all credit unions, preventing these fraudulent activities became a top priority for Dupaco, and they knew that leveraging AI was the best strategy for combating these threats.
In 2023, Dupaco deployed interface.ai’s Voice AI solution, alongside their multi-layered AI authentication system. Known as the ‘three-legged stool’ approach, it uniquely combines AI, voice biometrics, and caller anti-spoofing to deliver the industry’s most sophisticated and effective authentication security. Dupaco will also soon be adding interface.ai’s device biometrics too – the first of its kind in banking Voice AI.
This industry-unique system runs over 100 real-time verification checks within seconds of a call, ensuring both security and speed. Dupaco has achieved a 68% call authentication rate, empowering its team to stop fraud in its tracks while maintaining a seamless member experience.
“With such advanced threats, any one security system can fail. But when you layer in five, six, or seven different solutions like interface.ai does, you are protected from this in the most secure way possible. And better still, we don’t need to purchase each tool and try to tie them together. interface.ai has created a cohesive security ecosystem that we can plug into, and that’s where the true value comes in.”
While the primary goal is to combat fraud, Dupaco’s AI-powered authentication approach has the added benefit of creating an effortless and smooth experience for members. Caller authentication operates silently in the background, reducing the need for lengthy verification questions and enabling members to complete their transactions faster.
“The AI authentication experience is completely frictionless for our members, and it speeds up the verification process for them. Members don’t even realize that 100 verification checks are being run in the background before the call is even answered. It’s quick, seamless, and secure.”
Cost efficiency was another major driver in adopting interface.ai’s Voice AI Agent. By automating high-volume, routine inquiries, Dupaco has significantly reduced operational costs while enhancing service quality.
46% of total calls are now automated, freeing up agents from repetitive tasks and enabling the same team size to manage a higher call volume. On top of this, up to 80% of after-hours calls are handled by AI, again reducing the need for extended staffing. This has directly resulted in $350,000 in net annual savings, transforming Dupaco’s contact center from a cost center into a value-generating hub.
“interface.ai’s Voice AI Agent has generated a net savings of $350,000 in one year. I am really excited about the future of what we can do together as partners because we are in the infancy of this. project”
While cost-savings were a key driver for adopting AI, Dupaco also wanted to enhance the member experience. The credit union recognized that modern members expect 24/7 accessibility, instant resolution, and a frictionless experience – something that only AI could provide.
With interface.ai’s Voice AI Agent, members now have 24/7 access to essential banking services like balance inquiries, fund transfers, and loan payments. For Dupaco’s diverse member base spanning multiple time zones, this accessibility
is crucial.
“Offering 24/7 support in the call center is a huge benefit to us and our members. We have members working unique time shifts, across multiple time zones. With interface.ai’s Voice AI, we can ensure they all have around-the-clock support so no member feels neglected or marginalized.”
Before interface.ai, agents were bogged down by routine calls, limiting their ability to build deeper relationships with members. By automating 46% of total calls, agents now have more time to build deeper engagement with members.
“If a member needs their balance, AI can handle that instantly. But when they want to discuss their financial well-being or sensitive issues, our agents are now available for those deeper conversations that truly help our members.”
With 7-10% of its member base being Spanish-speaking, Dupaco needed a solution that went beyond basic translation. Unlike most AI voice agents, interface.ai’s solution is built natively in Spanish, delivering culturally nuanced, linguistically accurate support with higher resolution rates.
“We’ve wanted to accommodate Spanish-speaking members for years, and now we can do it effectively and accessibly with interface.ai. How can you argue against that?!”
Through its partnership with interface.ai, Dupaco Community Credit Union has set a new standard for member-centric innovation. By leveraging interface.ai’s Voice AI, Dupaco ensures its members receive exceptional service, unparalleled authentication security, and a seamless, inclusive banking experience.
With AI automating routine tasks and enhancing authentication, Dupaco’s agents are freed to focus on what truly matters—building meaningful connections with members.
“interface.ai’s Voice AI Agent has transformed Dupaco’s fraud prevention while retaining the beautiful foundation of the credit union movement – people.”
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