Case Study: Neighborhood Credit Union achieves 24x7 AI-powered member support with Interface

Neighborhood Credit Union - Customer Case Study

Neighborhood Credit Union, the first credit union in Dallas serving 56,500 members across Texas, needed a better way to handle rising call center demand. During the pandemic, call volumes increased 10–15%, abandonment rates rose from 5–8% to 15–20%, and the credit union wanted a technology that could capture interaction data, improve service levels, and help them anticipate member needs. After evaluating several options, they chose Interface and its Intelligent Virtual Assistant (IVA) technology.

Interface implemented its AI-powered call center / Intelligent Virtual Assistant solution to provide 24x7 support, answer member inquiries instantly, and help reduce wait times and abandonment while improving first-call resolution and operational efficiency. The solution was selected for Interface’s credit union expertise, mature AI offering, managed services, and strong customer advocacy, with the goal of turning the call center into a more proactive, personalized service channel. The case study does not provide post-launch quantitative results, but it states the platform is intended to deliver full-service, always-on member support and improved efficiency.

Neighborhood Credit Union

Carolyn Jordan

Senior Vice President