University Credit Union faced rising call center bottlenecks, incomplete online applications, and missed engagement opportunities. To scale service and support growth, they needed an affordable solution that could automate interactions and improve the member experience.
By deploying interface.ai’s Voice and Chat AI, University Credit Union has transformed member engagement, automated routine support, and streamlined online application processes. Their AI member service channels now drive revenue, reduce operational costs, and enhance the experience across all member-facing channels.
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Founded in 1951, University Credit Union (UCU) serves the higher education community nationwide. With a mission to provide a smarter, more digital-first financial experience, UCU is committed to delivering personalized service at scale through advanced technology and human touch.
University Credit Union launched a five-year strategic plan to modernize its member experience, strengthen operational efficiency, and lead in digital service delivery. But as the credit union grew, new challenges emerged: call volumes surged, contact center bottlenecks impacted response times, and many online applications were left incomplete.
Most member interactions were still happening by phone – making the contact center a critical lever for both service and growth. UCU needed a way to scale that channel efficiently, automate routine conversations, and capture insight from every interaction to fuel smarter, more proactive engagement.
“We are trying to solve bottlenecks at the call center level but saw other applications of the technology—like helping members complete started-but-abandoned applications.”
After evaluating multiple vendors, University Credit Union selected interface.ai as the clear leader in AI solutions. The team was impressed not only by the platform’s robust feature set and industry alignment, but by the level of partnership, affordability, and proven track record in driving ROI for credit unions.
“From our evaluation, it is clear that interface.ai is far ahead of even the second-best vendor operating in the Intelligent Virtual Assistant space.”
UCU’s Voice AI Assistant was implemented in just two weeks – making it the fastest deployment in the industry. The solution began delivering value on day one, automating routine calls, guiding members through complex tasks like loan applications, and freeing up staff to focus on high-touch interactions.
interface.ai’s deep credit union expertise, customizable workflows, and white-glove service approach helped make the transition seamless. Their team supported every stage of the rollout – from branding and go-to-market strategy to real-time performance reporting and continuous AI training.
“In our industry, service is key. We’ve worked with some of the largest vendors, but we’ve rarely come across service like interface.ai’s. They’re setting a new standard.”
With interface.ai, UCU gained more than a technology vendor – they gained a strategic partner committed to helping them scale, improve service quality, and unlock new growth opportunities across every member-facing channel.
Since launching their Voice AI Assistant, University Credit Union has seen measurable improvements in efficiency, service delivery, and long-term impact. They now support members across all channels, automating routine service tasks while allowing staff to focus on higher-value conversations. With Voice AI delivering 98% accuracy, they have already saved UCU $3.1 million in support operations.
“Royce is enabling us to offer premier experiences on all member-facing channels while significantly improving efficiencies across the organization.”
University Credit Union also launched interface.ai’s Chat AI. This has helped UCU reduce service bottlenecks, guide members through previously abandoned online applications, and provide always-on support that adapts to member needs. UCU calculated that this has enabled $6.6 million in annual revenue growth.
As UCU continues to expand Royce’s capabilities, the AI assistant is expected to:
By automating service, surfacing new revenue opportunities, and capturing valuable insight from every interaction, Royce is helping UCU realize its long-term vision for proactive, high-performance member service.
With interface.ai, University Credit Union has reimagined digital member service – automating support, improving satisfaction, and delivering measurable ROI. This initiative supports UCU’s long-term strategy while positioning it as a digital leader in the credit union space.
Backed by strong technology and a true partnership, UCU is scaling smarter and setting a new standard for modern member engagement.
“We have a great relationship with interface.ai. Their team is responsive, supportive, and has made the entire process truly enjoyable.”
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