Case Study: Dover Federal Credit Union reduces call volume and wait times with Interface Voice AI

Dover Federal Credit Union automates 40% of calls with Interface

Dover Federal Credit Union faced a significant challenge when the pandemic caused its call volumes to more than double, overwhelming its contact center and leading to sharply increased wait times and abandonment rates. Seeking a scalable, long-term solution beyond traditional hiring or outsourcing, the credit union partnered with vendor Interface to implement its Voice AI product.

Interface implemented its Voice AI Agent, named 'Beau', which successfully automated over 40% of incoming calls on its first day of operation. The solution delivered transformative results for Dover Federal Credit Union, including $1.5 million in operational cost savings, the elimination of over 2,430 hours of member wait time, and the provision of 24/7 support, thereby significantly enhancing member experience.

Dover Federal Credit Union