Case Study: KeyPoint Credit Union enhances 24x7 member support with Interface

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

KeyPoint Credit Union, a full-service not-for-profit credit union, wanted to improve member engagement and provide 24x7 support despite rising call volumes, pandemic-driven staffing shortages, and inconsistent experiences from a third-party after-hours contact center. To address these challenges, the credit union evaluated AI and Intelligent Virtual Assistant (IVA) vendors, including Interface, looking for a solution with strong functionality, a clear roadmap, and deep credit union expertise.

KeyPoint Credit Union chose Interface’s Intelligent Virtual Assistant platform to automate call handling, provide instant answers in the contact center, and deliver more consistent, always-on member service. The solution is expected to automate 30%–50% of calls without human intervention, reduce wait times and abandonment, improve operational efficiency, and free staff to focus on higher-value member interactions.

Keypoint Credit Union

Josh Herzog

Vice President of Operations Experience & Payments