America’s Credit Union Partners with interface.ai to Significantly Enhance Member Experiences and Operational Efficiencies by Offering an Intelligent Virtual Assistant
America's Credit Union (ACU), based in Dupont, WA, and serving over 40,000 members, will offer 24x7 personalized support to all its members with interface.ai’s award-winning Intelligent Virtual Assistant (IVA).
The IVA will be initially available on ACU’s website, mobile app, and call center. It will enable ACU to engage its members in a highly personalized manner and instantly help them find answers to their questions. With this increased efficiency, ACU’s call center staff will also be able to provide extended support to members in need, thus elevating the overall member experience offered.
“With this engagement, we aim to elevate our service levels and offer our members the best member experiences possible. The IVA will enable us to instantly respond to member inquiries round the clock and will also enable our member support staff to focus on solving more complex member issues”, said Aimee Doherty, VP of Service Operations of ACU.
On the technology & the timing of the project, Troy Kyle, the CIO of ACU said, “With the onset of the pandemic, we saw a dramatic increase in the usage of online channels and calls to the call center. The continuous increase in call center traffic and the challenge to maintain our service levels validated our decision to adopt an IVA. The IVA will help us handle the increased call volumes, improve efficiencies across the organization and overcome the stress on the call center.”
On the partnership with interface.ai, Kyle, added, “The possibilities with interface.ai on the automation we could achieve, the impact they have enabled for other credit unions, and their deep understanding of the credit union space made them the right partner for us.”
Srinivas Njay, Founder and CEO of interface.ai adds, “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 ACU and enable them to improve their service levels, engage better with their members, and also seamlessly onboard new members.”
About America's Credit Union:
America’s Credit Union(ACU), a Credit Union with over $625M in assets, provides a diverse set of financial products and services to over 40,000 members in the Pacific Northwest. With ACU, individuals and business customers have access to sound savings programs, checking accounts, competitive loan options, and a variety of other convenient services.
interface.ai provides an out-of-the-box Intelligent Virtual Assistant that acts as a “personal banking teller” to help members 24x7 through every step of their journey from being a prospect to achieving financial wellness. interface.ai’s Intelligent Virtual Assistants currently power several Banks and Credit Unions across the world. For more information, please visit www.interface.ai.