Case Study: Interra Credit Union reduces call volume and improves service with Posh AI

Interra CU's Digital & Voice Assistant, Terra, is cutting abandoned calls in half and empowering frontline staff

Interra Credit Union, a financial institution serving over 92,000 members, faced challenges with high call volumes and staffing pressures. This led to long wait times, member dissatisfaction, and an over-reliance on an overflow call provider that was not aligned with their culture. To address this, Interra partnered with vendor Posh to implement their AI-powered Digital and Voice Assistants.

Posh implemented a multi-channel AI strategy, including a Digital Assistant for online platforms and a Voice Assistant named Terra for phone support. This solution resulted in a 90% decrease in calls to overflow, a 20% drop in overall call center volume, and a 54% reduction in abandoned calls. The vendor Posh later provided a Knowledge Assistant for internal staff, which reduced internal support calls by 6% and was quickly adopted by over 180 employees, significantly improving operational efficiency.

Interra Credit Union

Todd Woods

SVP of Technology