Case Study: Northern Credit Union Improves 24/7 Member Support with Interface

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

Northern Credit Union, a financial institution in Watertown, New York, was facing a sharp rise in contact center call volumes during the pandemic, which tripled and made it difficult to maintain service levels, reduce wait times, and avoid call abandonment. To address this challenge, Northern selected Interface’s intelligent virtual assistant (IVA) technology, specifically an AI-powered solution for incoming calls and member support.

Interface implemented its out-of-the-box IVA for Northern Credit Union to provide 24/7 member assistance, reduce abandonment and wait times, and free staff to focus on more complex member needs. The solution is expected to improve operational efficiency, support personalized service at scale, and strengthen staff morale and retention, though the case study does not provide specific numeric post-launch results.

Northern Credit Union

Bonnie Belfield

VP of Operations & Innovative Solutions