Southland Credit Union was facing rising call volumes and growing pressure on its contact center, leading to longer wait times and higher abandonment rates. They needed a way to maintain high-quality service while giving members instant access to information—especially during peak periods.
By launching interface.ai’s Voice AI Assistant, Southland Credit Union now delivers consistent, 24/7 service, reduces call center strain, and empowers staff to focus on complex, relationship-driven member interactions.
Southland Credit Union is one of the nation’s top-performing credit unions with over $1 billion in assets. Since its founding in 1936, it has delivered exceptional service and competitive financial solutions to more than 60,000 members. From checking and savings to loans and financial planning, Southland is committed to convenience, quality, and innovation in every member interaction.
“We continuously strive for improved service for our members at Southland Credit Union. We needed a technology that can help in delivering communication and information in all the ways that our members prefer and to provide them with 24/7 assistance.”
During peak periods, Southland’s contact center experienced a surge in calls, leading to longer hold times and increased abandonment rates. These bottlenecks impacted the overall member experience. Southland needed a reliable, scalable solution that could reduce pressure on staff and provide members with an instant, always-available support option.
“There has been a significant rise in our call volumes. This impacted the wait times & abandonment rates in the call center. We were looking for a solution that would help us resolve these member support bottlenecks and help us provide an avenue to our members to get instant service.”
After researching multiple AI vendors and speaking with other credit unions, Southland selected interface.ai for its proven success in financial services and advanced AI capabilities.
We felt interface.ai’s solution was a far superior form of technology from an AI perspective that would ultimately enable us to offer superior member service to our members.”
“After our extensive research, we had narrowed down a few vendors, and ultimately we felt interface.ai provided a more advanced AI solution. It was crucial for us to know that the AI gets smarter during the process. And we liked the user-friendly nature of interface.ai’s solution and how it understands the same question even when asked in different ways.”
“We researched about artificial intelligence and felt that incorporating technology like AI-powered Voice (IVA) was critical when it comes to delivering communication and information in all the ways that our members prefer to interact.”
The Voice AI Assistant allows members to receive instant answers to common questions—such as balance inquiries, hours, and payment information—without needing to wait on hold or speak to a live agent. This not only improves response times but also ensures consistency across all interactions. At the same time, staff are freed up to focus on more nuanced requests that require human support and empathy.
“Our members frequently contact us with common issues. A Voice AI Agent will help us give a consistent response to all our members who have common queries and will assist in building our members’ knowledge more coherently.”
By deploying interface.ai’s Intelligent Virtual Assistant, Southland Credit Union is setting a new standard in member experience. With 24/7 support, reduced call center strain, and the ability to scale service without scaling staff, Southland is transforming how it engages members—making banking more accessible, efficient, and future-ready.
“The pandemic has made member behavior on call centers permanent. There is a sustained increase in call center traffic, in the order of 30–40% on average, across financial institutions. This increased traffic has resulted in increased wait times & abandonment rates leading to poor member experience. 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 Southland Credit Union and enable them to improve their service levels, engage better with their members, and also seamlessly onboard new members.”
Download the full customer story in pdf to share with colleagues.
