Meet Ava, Security Service Credit Union’s Intelligent Virtual Assistant offering 24x7 member service

About  Security Service Credit Union

Security Service Federal Credit Union(SSFCU), with over $9.8B in assets and serving over 800,000 members, is one of the largest credit unions in Texas.

The Problem

SSFCU offers a comprehensive portfolio of products to its members. Due to a large set of offerings to choose from, members found it challenging to find the right-fit products and services. This was adversely impacting their top line, bottom line, and member experience. SSFCU is also an early adopter of digital solutions and always strives to offer the best new technologies to their members at the earliest.

Pain Points

  • Loss in new revenue through lack of new product adoption & new member signups
  • Drop in member satisfaction rates due to a lack of awareness of best fit offerings
  • Increased costs 
from contact center operations
  • Depleted member experience due to a lack of 24×7 support and high query resolution times

Solution

Ava, the digital assistant powering SSFCU, is currently on the website assisting members and prospects in their search for right-fit offerings

Ava enables members and prospects to find best fit offerings by understanding their needs and thus enabling higher revenues, member satisfaction and increased lifetime value

Ava helps members 
with information they 
are looking for instantaneously leading 
to better member experience

With Ava, SSFCU has been able to deflect a large portion of the call center inquiries, greatly reducing the call center call volume leading to cost savings

Ensure 24×7 member support, without investing in 24×7 Contact Center Operations

Key Impact Metrics

$3.6M

Saved from support
operations

95%

Accuracy

35786Hours

Member wait
times averted

Improved member satisfaction

“interface.ai is one of the very few platforms that can achieve 90%+ accuracy within just a few weeks”

Jay Tkachuk

Senior VP, Digital Services at SSFCU

In the news

AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding

April 22, 2020
Read More --->

Fintech firms providing Free Techchnology during the CoronaVirus Crisis

April 3, 2020
Read More --->

Credit Unions begin new decade with Upgraded, Converted Systems

February 7, 2020
Read More --->

What does the near future hold?

In this year, through ‘Ava’, SSFCU is expected to

$5M

Savings in 
operational costs

10%

Increase in member
lifetime value

$3M

In new earnings

Prevent Member churn

Overall, Ava is expected to bring significant ROI for SSFCU.

Next Steps

  • Support all browsers and devices
  • Omni-channel capabilities – Website, Mobile App, SMS, IVR
  • Assist members with information, transactions and proactive experiences
  • Successfully support the differently abled according to ADA guidelines
  • Integrate with CBS/CRM applications

Other Case Studies

Dr. David Tuyo,

President & CEO

University Credit Union’s Intelligent Virtual Assistant.

“From our evaluation, it is clear that interface.ai is far ahead of even the second best vendor operating in the Intelligent...

Carolyn Jordan,

Chief Growth Officer

Intelligent Virtual Assistant for Neighborhood Credit Union

“Our call handling rates increased from 50% to 90% within 2 days of Nick's deployment, which has allowed our agents to focus more on...

Howard Meller,

President & CEO

Intelligent Virtual Assistant for Neighborhood Credit Union

“Our call handling rates increased from 50% to 90% within 2 days of Nick's deployment, which has allowed our agents to focus more on...

Troy Kyle,

Chief Information Officer

Intelligent Virtual Assistant for America's Credit Union

“The possibilities with interface.ai on the automation we could achieve, the customizations possible with the solution, the impact enabled for...

James Chang,

Chief Executive Officer

Intelligent Virtual Assistant for Pasadena Service Federal Credit Union

“The experience that interface.ai was offering was far superior than the other AI platforms...

Travis Frey,

Chief Technology & Security Officer

Intelligent Virtual Assistant for Dover Federal Credit Union

“We have achieved 40% call automation on day 1 of launch of ‘Beau’, our Intelligent Virtual Assistant, powered by interface.ai”

Josh Herzog,

Vice President of Operations Experience & Payments

Intelligent Virtual Assistant for KeyPoint Credit Union

“The team at Keypoint was greatly impressed by what interface.ai was able to offer currently and had laid out a detailed roadmap for the future...

Todd Rothenberger,

SVP/Chief Member Experience Officer

Intelligent Virtual Assistant for Diamond Credit Union

“We believe that this technology will allow us to get answers to our member’s questions quickly with 24/7 availability. Currently...

Matthew Herrick,

Senior Vice President Marketing & Financial Services

Southland Credit Union’s Intelligent Virtual Assistant

“We have been very impressed with the solution provided by interfacai.ai. The committee was blown away by the demo and what we can...

Dan St. Hilaire,

Chief Executive Officer

Northern Credit Union’s Intelligent Virtual Assistant

“The IVA will free up our employees from working on transactional activities and enhance the quality of work, thus improving employee morale...

Schedule demo

Download Case Study

We’ll send it to the email you enter below