Case Study: Dover Federal Credit Union Enhances Member Experience with interface.ai

Dover Federal Credit Union’s Vendor Selection Journey For Intelligent Virtual Assistant Technology

Dover Federal Credit Union (DFCU) wanted to improve member experience as call volumes surged during the pandemic, driving longer wait times and higher abandonment rates. To create a more scalable, long-term approach to member support, DFCU evaluated artificial intelligence and intelligent virtual assistant options, ultimately selecting Interface’s intelligent virtual assistant technology.

Interface implemented an IVA across DFCU’s call center, website, and mobile app to provide 24/7 self-service, instantly answer member inquiries, and support more personalized interactions. The solution was expected to reduce abandonment and wait times to zero, improve operational efficiency, and help DFCU scale service while optimizing costs and freeing staff to focus on higher-value member support.

Dover Federal Credit Union

Tyler Kuhn

VP of Marketing and Digital Experience