Neighborhood Credit Union saw a 10–15% spike in call volume during the pandemic, causing abandonment rates to rise sharply. To maintain service quality and scale efficiently, they needed a solution to reduce contact center pressure and turn call data into actionable insights.
With interface.ai’s Voice AI Assistant, Neighborhood CU now delivers 24/7 support, automates routine calls, and empowers staff to focus on higher-value interactions—all while using real-time data to continuously improve member experience.
call automation
call accuracy
saved in support operations
hours of member wait time saved
Neighborhood Credit Union has served the people of Texas since 1930, helping members live more financially empowered lives. With over 60,000 members and a strong focus on digital innovation, Neighborhood CU is dedicated to combining personalized service with technology to meet the evolving needs of its members.
As Neighborhood CU continued to grow, their call center came under pressure—especially with the unexpected spike in call volume caused by the pandemic. Increasing demand led to rising abandonment rates and longer wait times, putting their high member service standards at risk.
“Due to the pandemic, we experienced around 10–15% increase in call center calls. This increased call volume led to an increase in our abandonment rates from 5–8% to 15–20%. We were on the lookout for a solution that would help us solve bottlenecks at the call center level and improve our service levels for members.”
Neighborhood Credit Union also knew that interaction data held untapped potential to proactively enhance member experience—but they needed the right technology to unlock and act on it.
After re-evaluating the AI space, Neighborhood Credit Union selected interface.ai’s Voice AI Assistant to handle routine calls, eliminate wait times, and transform call center interactions into insight-driven improvements.
“Neighborhood Credit Union has been continually looking at strategically leveraging cutting-edge technology. Earlier, AI felt expensive and resource-heavy. But we’ve seen tremendous advancements – and real ROI – for financial institutions recently.”
By automating call flows, “Nick” – the Voice AI Agent – can instantly answer member questions, guide them to the right products, complete transactions, and even assist in applications. All of this happens 24/7, with no wait time.
“This project will enable us to serve our members around the clock in an efficient manner and strike the right balance between a human and digital approach—thus elevating the member experience we provide to elite standards.”
The launch of “Nick,” Neighborhood Credit Union’s Voice AI Assistant, delivered immediate and measurable impact. Within just 48 hours, call handling rates surged from 50% to 90%, enabling the credit union to reduce outsourcing, eliminate wait times, and significantly improve service quality.
With 98% call accuracy and 100% of calls now handled by AI, the assistant provides members with consistent, real-time support 24/7. This transformation has saved over $4.4 million in support operations and eliminated more than 43,000 hours of member wait time.
Our call handling rates improved from 50% to 90% within 2 days of Nick’s deployment, which has allowed our agents to focus more on high-quality work along with enhancing our member satisfaction levels.”
Freed from routine tasks, staff now focus on complex member needs—enhancing the human element of service and deepening relationships.
“With increased efficiencies leveraging AI, our staff gets to spend more time providing personalized support to every member in need. This setup helps us reinforce the human element in the digital world we live in.”
Beyond automation, the Voice AI Assistant also unlocks a powerful new capability: insight. By analyzing member interactions, the system allows NCU to build smarter, more proactive solutions.
“The vision of the engagement is to harness the rich member interaction data from the call center to build the proactive solutions and industry-best experiences for members.”
By implementing interface.ai’s Voice AI technology, Neighborhood Credit Union transformed its call center into a proactive, insight-driven member service engine. With scalable automation, around-the-clock support, and measurable cost savings, they’ve not only met growing member demands—they’ve raised the standard for service in the digital age.
“The IVA will help us overcome the stress on the call center, help us scale rapidly, and enable us to continue to exceed the expectations of our members at all times.”
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