Case Study: Southland Federal Credit Union improves 24/7 member support with interface.ai

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

Southland Federal Credit Union, a $1 billion credit union serving 60,000 members in Orange and Los Angeles Counties, was struggling with rising call volumes, longer wait times, and higher abandonment rates in its contact center. To improve member service and provide 24/7 support, Southland selected interface.ai’s AI-powered Intelligent Virtual Assistant (IVA) technology.

With interface.ai, Southland Federal Credit Union implemented an intelligent virtual assistant on its website to answer common questions instantly, support members around the clock, and free staff to handle more complex needs. The solution was chosen for its strong credit union focus, scalability, ease of integration, and ability to learn over time; while no hard metrics were given, Southland expected reduced wait times and abandonment rates, improved operational efficiency, and more personalized member service at scale.

Southland Federal Credit Union

Matthew Herrick

Senior Vice President Marketing & Financial Services