Case Study: Security Service Federal Credit Union improves IVR efficiency with LumenVox ASR

Security Service Federal Credit Union Improves User Experience and Call Completion Within Their IVR

Security Service Federal Credit Union, a major credit union with over 800,000 members, faced a modern customer experience challenge. Their outdated Interactive Voice Response (IVR) system relied on touch-tone navigation, which frustrated members using mobile phones. To provide a more natural, hands-free service, they turned to vendor LumenVox for its Automatic Speech Recognition (ASR) technology.

LumenVox provided its ASR engine, which leverages Deep Neural Networks to understand natural speech and customer intent. This new speech-enabled IVR was integrated into their existing infrastructure. The solution led to an 8.4% reduction in calls transferred to live agents, autonomously resolved 11,000 calls per month, and improved overall customer satisfaction for Security Service Federal Credit Union.

Security Service Federal Credit Union

Mark Jimenez

Assistant Vice President for Network Engineering & Support