Case Study: Bank of Guam boosts self-service and cuts wait times with Interface AI

Bank of Guam cuts call wait times by 46% with Interface

Bank of Guam, a community-focused financial institution serving over 160,000 customers, faced the challenge of managing rising contact volumes across voice and chat channels. With a lean team, they needed to scale their digital-first support without compromising their high-quality, personable service. To address this, they partnered with vendor interface.ai to implement its Voice AI and Chat AI solutions.

The solution from interface.ai was an Intelligent Virtual Assistant named Cara, deployed on both phone and web chat systems. This AI handled routine inquiries, which resulted in a 46% decrease in call wait times and achieved 76% chat containment. The implementation saved the bank 300 hours per month in live chat time, empowering human agents to focus on more complex and meaningful customer interactions.

Bank of Guam