Case Study: People First Federal Credit Union improves 24x7 member support with Interface Intelligent Virtual Assistant

People First Federal Credit Union - Customer Case Study

People First Federal Credit Union (PFFCU), a federally chartered credit union serving the Lehigh Valley, faced rising call volumes during the pandemic, which drove longer wait times, higher abandonment rates, and reduced call center productivity. To address the challenge, PFFCU selected Interface and its Intelligent Virtual Assistant (IVA) technology after evaluating several AI options in the credit union space.

Interface implemented an AI-powered call center solution that helps members get instant answers 24x7, while freeing staff to focus on more complex issues and personalized service. The expected results include reducing call abandonment and wait times to zero, improving operational efficiency across the organization, and creating a more scalable, AI-first member experience.

People First Federal Credit Union

Howard Meller

President & Chief Executive Officer