Case Study: University Credit Union improves member service and efficiency with Interface's Intelligent Virtual Assistant

University Credit Union - Customer Case Study

University Credit Union (UCU), a fast-growing financial cooperative serving more than 41,000 members, set out to strengthen its digital strategy and improve member service as more of its business moved online. The credit union faced challenges with incomplete online applications, contact center bottlenecks, and opportunities to improve upsell and cross-sell, so it evaluated intelligent virtual assistant technology from Interface.

Interface implemented an Intelligent Virtual Assistant solution across UCU’s member journey, starting with instant product and service information and expanding toward guided applications, transactional support, call center automation, and proactive member engagement. The results included 38K queries answered, 94% response accuracy, $187K saved in support operations, and 233 hours of member time averted, helping UCU improve efficiency and member experience.

University Credit Union

David Tuyo

Chief Executive Officer