The Problem
“Due to the pandemic, we experienced around 10-15% increase in call center calls. This increased call volume led to an increase in our abandonment rates from 5-8% to 15 – 20%. We were on the lookout for a solution that would help us solve bottlenecks at the call center level & improve our service levels for members.”
Carolyn Jordan
SVP, Remote Services & Member Development Neighborhood Credit Union
Goals of implementing an Intelligent Virtual Assistant
- Respond to member inquiries instantly 24×7
- Reduce abandonment rates & call wait time to 0%
- Improve first call resolution rates
- Offer personalized experiences for members
- Continuously learn from member interactions and improve
- Offer 24×7 contact center for members
- Improve operational efficiency across the organization
- Increased efficiencies will lead staff to spend more time tending to the members in need
“This project will enable us to serve our members around the clock in an efficient manner and will also enable us to strike the right balance between a human and digital approach to member service thus elevating the member experience we provide to elite standards.”
Carolyn Jordan
SVP, Remote Services & Member Development Neighborhood Credit Union
Solution
- Call center automation through AI enabling better member experience and instant service
- Provide proactive experience to members and help them save more and make better use of Neighborhood Credit Union’s products and services
- Members will be able to get information about NCU products and services instantly
- AI will assist members to identify and select the best offerings
- Guidance over voice and text to help members & prospects successfully apply for new products
- Enabling applications in a conversational manner
- Automated follow-ups in case of drop-offs or errors in application forms
- Enable members to perform any transactions by conversing with the AI agent
Nick’s Impact
- Call handling rates improved from 50% to 90%
- 100% calls handled by AI
- Zero call wait times and abandonment rates
- Provides instant responses to members 24/7
- Significant reduction of calls going to outsourced call centers
Key Impact Metrics
$4.4M
Saved from support operations
98%
Accuracy
43909Hours
member wait times averted
Improved member satisfaction
Learn more about NCU and interface.ai
In the news
AI Assistant helping small business Owners guage their eligibility for Small Business Administration Relief Funding
April 22, 2020
Fintech firms providing Free Techchnology during the CoronaVirus Crisis
April 3, 2020
Credit Unions begin new decade with Upgraded, Converted Systems
February 7, 2020Other 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...
Jay Tkachuk,
Senior VP, Digital Services
Security Service Credit Union’s Intelligent Virtual Assistant
“interface.ai is one of the very few platforms that can achieve 90%+ accuracy within just a few weeks”
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...
