Case Study: Credit Union of America boosts frontline support and member satisfaction with Interface Employee AI

Credit Union of America cuts agent turnover from 90% to 24% with Interface

Credit Union of America, a credit union based in Wichita, Kansas, faced a challenge in providing its frontline staff with quick access to internal knowledge. Important policies and procedures were scattered across various drives and systems, forcing employees to waste time searching or asking colleagues for help during member interactions, which slowed down service. To address this, they worked with vendor Interface to implement its Employee AI solution.

Interface's solution centralized the credit union's internal knowledge into an AI-powered assistant, allowing employees to ask questions conversationally and get instant, accurate answers. This implementation led to significant improvements, including a reduction in agent turnover from 90% to 24% and a member satisfaction score of 4.73 out of 5. By empowering employees with immediate access to information, Interface helped Credit Union of America create a more efficient and consistent experience for both its staff and members.

Credit Union of America