KeyPoint Credit Union aimed to deliver always-on support and a consistent, high-quality member experience. However, their reliance on a third-party vendor for after-hours support made it difficult to maintain service standards. Rising call volumes, especially during the pandemic, only added pressure on their limited internal resources.
KeyPoint selected interface.ai’s AI-powered Voice Agent to automate calls, improve operational efficiency, and offer consistent 24/7 member service – without relying on third party outsourcing. The solution enables the credit union to meet members where they are, whenever they need support, while freeing staff to handle more complex, meaningful interactions.
Inspired by Silicon Valley innovation and built to serve a diverse membership, KeyPoint Credit Union is a full-service, not-for-profit financial institution dedicated to helping members achieve their financial goals. With 50,000+ members, KeyPoint provides higher savings returns, lower borrowing costs, and supports its community through financial education and mentorship programs.
To keep pace with modern expectations and deliver seamless, round-the-clock service, KeyPoint began exploring how artificial intelligence could help reimagine their member experience.
KeyPoint was committed to offering 24/7 member support and relied on a third-party vendor to handle calls outside of business hours. However, maintaining a consistent experience proved difficult as outsourced agents lacked the training and familiarity of internal staff. This challenge intensified during the pandemic, when staffing shortages and fluctuating call volumes put further strain on operations.
“We didn’t have our own staff that provides 24×7 contact center support to our members. While relying on a third-party vendor, one gets different experiences as they are not trained in the same way our employees are to support our members. With the call volume fluctuation and the staff shortages due to the pandemic, delivering a consistent experience was crucial for maintaining the desired level of satisfaction with our members.”
At the same time, KeyPoint had a long-term goal of enhancing engagement and elevating the overall member experience through innovation.
“Artificial intelligence (AI) has always been on our roadmap for the past couple of years. We wanted to improve the member engagement and elevate the overall experience and hence were looking for vendors that understood KeyPoint’s current and future requirements and who would be a good fit.”
After exploring several AI solutions through trade shows, webinars, and independent research, KeyPoint’s team discovered interface.ai through a recommendation from a trusted partner. The team was quickly impressed by the platform’s maturity, product roadmap, and relevance to credit union needs.
KeyPoint was particularly interested in interface.ai’s Voice AI solution to help filter and automate inbound calls – improving response time and freeing up staff.
“We were constantly worried that a spike in the contact center volume due to covid or staff outage would significantly impact the member experience. The objective was to resolve queries and remain omnipresent for our members. Having a solution that will filter all your calls through and maybe automate 30–50% of the calls without any human intervention sounded appealing to us.”
“The team at KeyPoint was greatly impressed by what interface.ai was able to offer currently and had laid out a detailed roadmap for the future. We were convinced that as an organizational unit, this can be a solution on a go-forward basis to address many of the different business units’ needs.”
With interface.ai’s Voice AI Agent in place, KeyPoint is on track to deliver instant, AI-powered service to every member, 24/7. Members who call will be greeted by an intelligent assistant capable of resolving inquiries, while staff are freed to focus on more personalized and impactful support.
“As the Voice AI Agent significantly ramps up in automating more and more calls, we can expect our staff to focus on higher-touch activities like member outreach and any queries they may have for us. This helps us in creating a better experience and strengthening the overall relationship the member has with KeyPoint.”
By transitioning from digital-first to AI-first, KeyPoint is embracing innovation while staying true to its core mission: delivering exceptional, human-centered service.
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