Case Study: Diamond Credit Union enhances member service with interface.ai

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

Diamond Credit Union, a full-service, community-chartered credit union serving more than 64,000 members, was seeing call center volume rise by about 20% after the pandemic. The credit union wanted a better way to answer member questions quickly, reduce verification friction, and free staff to focus on more complex, relationship-driven service. To address these challenges, Diamond Credit Union selected interface.ai and its Intelligent Virtual Assistant (IVA) technology.

interface.ai implemented an IVA across Diamond Credit Union’s call center, website, and mobile app to provide 24/7 automated support, faster authentication, and more efficient handling of surface-level inquiries. The solution was chosen for its quick implementation, broad credit-union-specific functionality, and strong features such as biometrics and fraud protection. While the case study does not cite specific numeric ROI, Diamond Credit Union expects measurable impact through reduced wait times and abandonment, improved response accuracy, lower operating costs, and a significantly better member experience, all while allowing staff to focus on higher-value needs.

Diamond Credit Union

Todd Rothenberger

SVP/Chief Member Experience Officer