Live webinar
WeStreet Credit Union’s Evolution from 20% IVR to 68% AI Call Automation
68%+ automation · 6k+ monthly after hours calls · 8% membership growth
- April 23rd
- 11AM - 12:30PM PT / 2 - 3:30PM ET
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Hear directly from Christy Kibben, Director of Contact Center at WeStreet CU – 2.5 years into their AI deployment
WeStreet Credit Union relied on a traditional IVR to route calls, pushing routine inquiries to overwhelmed agents and slowing down support for issues that need the human touch.
In August 2023, they upgraded to Voice AI – automating routine calls and freeing agents to focus on more complex, relationship-driven work.
What you’ll learn:
- How WeStreet CU achieved 68% AI call automation
- What it takes to shift from IVR to AI from a contact center leader’s perspective
- The impact on member satisfaction, agent morale, and the bottom line.
WeStreet Credit Union’s results:
- 6,000+ after hours calls handled monthly, from 0
- 15 seconds saved per call through pre-authentication
- 8% membership growth, with no additional contact center headcount
- 25% improvement in loan scorecard – with agents freed up for higher-quality leads
Speakers
Christy Kibben
Director, Contact Center
Srinivas Njay
CEO & Co-Founder
Transform the banking experience with AI
Reimagine 24/7 service with agentic AI and human symbiosis.
