Case Study: Bank of Guam improves digital-first customer support with Interface AI

Bank of Guam Taps Generative AI to Scale Digital-First Support

Bank of Guam, the “People’s Bank” serving Guam and the Western Pacific, wanted to scale digital-first support while preserving its personalized, community-focused service. As contact volumes grew—especially through voice and chat—the bank needed a way to extend 24/7 availability, reduce wait times, and improve self-service without losing its human touch. Interface provided Voice AI and Chat AI integrated with Fiserv Signature and Glia to help address these needs.

Interface implemented a generative AI virtual assistant named Cara to serve as the first line of response across phone and web chat, with seamless handoff to live agents when needed. The results were strong: Bank of Guam reported a 46% decrease in call wait times, 300 hours saved per month in live chat, and a 76% chat containment rate, while freeing agents to focus on higher-value customer interactions and more proactive service.

Bank of Guam

Edward Barcinas

Director of Customer Experience