Dover FCU achieved 40% call automation on Day 1, with interface.ai’s AI-powered Phone Banking

Dover Federal Credit Union, serving over 43,000 members, is now offering 24×7 personalised support to all its members with interface.ai’s award-winning Artificial Intelligence-powered Phone Banking.

Dover Federal Credit Union’s AI-powered Phone Banking, ‘Beau‘, that is powered by interface.ai, is now available on Dover’s call center.

Beau has automated 40% of calls on day 1 of launching AI-powered Phone Banking powered by interface.ai, which traditionally requires the effort of three call center employees.

With this launch, Dover FCU’s members who choose to call the call center will interact with ‘Beau’ and instantly find answers to their questions, enabling Dover FCU to provide full service to members 24/7. With this increased capability and efficiency, the credit union’s staff will be able to provide personalised support to members in need, thus improving the overall member experience.

“Beau’s is enabling us to create a seamless experience for members across all of our contact channels. It will also help to continue to create efficiencies across the organisation. With the ability of the technology to continuously learn and improve, we will be able to adapt to new member needs and evolve. Working with interface.ai also allows us to retain our personal touch in every conversation through their neutral voice-enabled system that makes every voice-interaction with the IVA, human-like.” said Tyler Kuhn, VP, Marketing & Digital Experience, DFCU.

On the technology & the timing of the project, Tyler Kuhn, VP, Marketing & Digital Experience of DFCU said, “Due to the pandemic, our call volumes doubled which impacted our service levels. None of the traditional solutions such as outsourcing a contact center and hiring additional staff were scalable. We were on the lookout for a solution that was going to help us solve member support bottlenecks, improve
operational efficiencies and enable us to enhance the overall member experience in a very scalable way. In our search, we discovered that interface.ai’s AI-powered Phone Banking would enable us to instantly respond to member inquiries around the clock, while maintaining high service levels – ultimately leading to enhanced member experiences and further optimising our operational costs by creating efficiencies across the Organization.”

On the partnership with interface.ai, Tyler added, “ interface.ai has a deep understanding of the credit union space, a robust & financial industry-specific product roadmap, world-class managed services, with a proven track record of delivering value. Ultimately, that made the decision to partner with them easy.”

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 Artificial Intelligence-powered Phone Banking 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 Dover Federal CU and enable them to improve their service levels, engage better with their members, and enhance efficiencies.”

About Dover Federal Credit Union :

Dover Federal Credit Union (DFCU) has been voted the first state favorite credit union for the last 6 years in a row. With eight branches, over  43,000 members, and $603.6M in assets, DFCU is a member owned financial cooperative that exists to help their members get there, wherever that may be.

For more information, please visit www.doverfcu.com.

About interface.ai:

interface.ai is a market-leading provider of Intelligent Self-Service for credit unions. interface’s Artificial Intelligence acts as a “personal bank teller” to help members 24×7 through every step of their journey from being a prospect to achieving financial wellness.

interface.ai currently powers several credit unions across North America, has enabled millions of dollars in savings for its CU customers, and is one of the fastest-growing credit union providers, growing at over 1500% just in the last year.

For more information, please visit www.interface.ai.