Case Study: America’s Credit Union enhances member service with Interface’s Intelligent Virtual Assistant

America's Credit Union’s Vendor Selection Journey For Intelligent Virtual Assistant Technology

America’s Credit Union (ACU), a $625M credit union serving more than 40,000 members in the Pacific Northwest, faced rising call volumes during the pandemic and needed a better way to support members across digital channels. To reduce pressure on the call center, improve service levels, and provide 24x7 support, ACU selected interface.ai and its Intelligent Virtual Assistant (IVA) technology.

interface.ai implemented an AI-powered IVA for ACU across the website, mobile app, and call center to deliver instant answers, handle routine inquiries, and free staff to focus on more complex member issues. The solution was intended to improve operational efficiency, reduce wait and abandonment times to zero, and create a more personalized, AI-first member experience, with ACU citing interface.ai’s deep credit union expertise, strong roadmap, and automation potential as key reasons for the choice.

America’s Credit Union

Troy Kyle

Chief Information Officer