Case Study: Gesa Credit Union boosts member experience and cost savings with Interface

Gesa Credit Union - Customer Case Study

Gesa Credit Union, the largest financial cooperative in Southeastern Washington, faced major self-service challenges after a merger more than doubled its product portfolio and tripled its members. This made it harder for members and prospects to find the right products and information, leading to lost revenue opportunities, lower satisfaction, higher contact center costs, and weaker 24/7 support. Vendor **Interface** provided its intelligent virtual assistant, **Uni**, to help address these issues.

With **Interface’s** Uni deployed on the website, Gesa enabled instant self-service for members and prospects, deflected a large portion of call center inquiries, and improved around-the-clock support. The solution now answers about **177K queries per month**, saves **8,890 hours** of member time, achieves **98% accuracy**, and reduces support operations costs by **$1.78M monthly**. Gesa expects Uni to drive **$3M in operational savings** and **$1.5M in new earnings** over the year.

Gesa Credit Union

Raj Bandaru

Chief Operating Officer