Intelligent Virtual Assistant for America's Credit Union’s Vendor Selection Journey

About America's Credit Union

America’s Credit Union(ACU), a Credit Union with over $625M in assets, provides a diverse set of financial products and services to over 40,000 members in the Pacific Northwest. With ACU, individuals and business customers have access to sound savings programs, checking accounts, competitive loan options, and a variety of other convenient services.

The Vision

America's Credit Union(ACU) aims to exceed its members’ expectations continuously and was on the lookout for solutions that will enhance its member engagement capabilities. With the onset of the pandemic and increased usage of electronic channels among members, ACU was looking for a solution that will help them efficiently manage member support channels, be future-ready & available round the clock to cater to member needs.

Troy Kyle

Chief Information Officer, ACU

“We were looking for solutions that will help us complement our member service channels, make our member support function efficient and improve our overall member engagement. With the onset of COVID-19, we saw a dramatic increase in the usage of online channels from our members, and we were looking for a solution that would help us maintain high service levels.”

Bottlenecks & The Next Step

ACU has been facing increased calls on their call center. With the member interaction volumes predicted to rise in the coming months, ACU was on the lookout for a feasible solution that would help them maintain high service levels. Through the solution, ACU wanted to ensure quality support to members, 24x7 operations, and build capability to track call center performance. ACU also wanted to free up staff so they could handle complex member issues.

Aimee Doherty

Aimee Doherty

“Due to the pandemic, we experienced an increase in volumes on the call center, which impacted our service levels. Our member support staff spent significant time answering basic questions and could not spend time with members having complex questions. We were on the lookout for a solution that will help us solve member support bottlenecks, manage the increasing call volumes and enable us to enhance the overall member experience.”

Technology Selection

The Road to Artificial Intelligence & Intelligent Virtual Assistants

Extensive research of the technology & case studies of several Credit Unions incorporating Artificial Intelligence(AI) convinced the executives at ACU that Artificial Intelligence, specifically, Intelligent Virtual Assistant(IVA), was the technology that would help them overcome their challenges and enable them to support their members better, both now and in the future. AI’s ability to create seamless experiences and adapt based on the changing member needs were also crucial to decide on the technology.

Troy Kyle

Chief Information Officer, ACU

Artificial Intelligence & IVAs, in particular, will enable us to create seamless experiences for members and create efficiencies across the organization. With the ability of the technology to continuously learn and improve, we will be able to adapt to new member needs and evolve.

Aimee Doherty

VP of Service Operations, ACU

“We expect to stay relevant with the changing times and offer our members different ways to engage with us based on their convenience. Artificial Intelligence & IVAs allow us to do just that.”

Creating a significant competitive advantage for America's Credit Union

America's Credit Union expects to

  • Handle large call volumes seamlessly
  • Reduce abandonment rates & call wait time to 0
  • Offer 24×7 availability
  • Improve operational efficiency across the organization
  • Better staff performance in responding to member inquiries with easy access to up to date knowledge resources & responses
  • Increased efficiencies will lead the staff to spend more time tending to the members in need.
  • Stay up to date with technology trends and cater to the engagement needs of all member segments.

Aimee Doherty

VP of Service Operations, ACU

“With this engagement, we aim to stay relevant to all types of members and offer them the best member experience possible. The IVA will enable us to instantly respond to member inquiries round the clock and offer higher service levels. This technology will also enable our member support staff to focus on solving more complex member issues. The IVA will help us create efficiencies across the organization and provide us a significant competitive edge.”

On the timing of sanctioning the project amidst the coronavirus pandemic

Aimee Doherty

VP of Service Operations, ACU

“The increased member interactions in light of the pandemic reinforced our decision to adopt the IVA. The IVA will help us handle the increased call volumes, improve efficiencies and overcome the stress on the call center.”

Vendor Selection & Evaluation

Vendor Identification

ACU identified vendors by

  • Evaluating vendors through Credit Union tradeshows
  • Researching AI & Intelligent Virtual Assistant Implementation case studies in the Credit Union space
  • A hands-on evaluation of Credit Union Intelligent Virtual Assistant implementations which acted as a proof of concept

Vendor Shortlisting & Evaluation Criteria

ACU evaluated vendors based on the following criteria

  • Functionality – A solution having a wide range of functionalities that can add value to all aspects of the organization and enable efficient member support
  • Vision – Having a long term vision, technology roadmap, and insights into the technology’s possibilities
  • Experience & Expertise – Having in-depth domain knowledge and having several successful live implementations delivering impact
  • Integrations – Having easy integrations with online banking and call center systems

ACU & interface

After an extensive vendor selection process, ACU chose interface.ai as its partner for Intelligent Virtual Assistant Technology.

Troy Kyle

Chief Information Officer, ACU

“The possibilities with interface.ai on the automation we could achieve, the customizations possible with the solution, the impact enabled for other credit unions through successful implementations, and their deep understanding of the credit union space played a key role.”

The significant reasons for ACU choosing interface.ai are

  • Several years of experience serving Credit Unions & the most mature Artificial Intelligence offering for the industry
  • A well defined long term vision and product roadmap
  • Having the most successful Intelligent Virtual Assistant implementations across Financial Institutions in North America
  • The ROI possibilities due to the high level of automation
  • Fluidness of the technology to incorporate a wide range of workflows
  • Managed Services to ensure customer success
  • Strong Customer Advocacy
  • Credit Union background with a deep understanding of the credit union space

Srinivas Njay

Founder & CEO of interface.ai

“Today, financial institutions are challenged to manage the ever-rising number of member inquiries. We believe implementing an Intelligent Virtual Assistant is the only way for most financial institutions to offer timely support, provide personalized service to members at scale and manage operations efficiently. We are excited to partner with ACU and enable them to improve their service levels, engage better with their members, automate calls, and also onboard new members.”

Scope of the project

After the launch of this solution, when members interact with ACU’s IVA on their website, mobile app, or the call center, they will instantly get responses to their questions. The IVA will enable ACU to provide full service to members 24x7, ensure support teams have the bandwidth to assist members with complex needs, and enable ACU to be operationally efficient.

Through this partnership, ACU will be enhancing their member experience from digital to AI-first and enable highly personalized and instantaneous engagement with members.

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Diamond Credit Union's Iva

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KeyPoint Credit Union's Iva

“Artificial intelligence(AI) has always been on our roadmap for the past couple of years. We wanted to improve the member engagement and elevate the overall experience and hence were looking for vendors that understood KeyPoint’s current and future requirements and who would be a good fit.”

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Dover Federal Credit Union’s Iva

“ Our vision is to offer the most seamless member experience possible. With more members reaching out to us on the call center since the pandemic, we were looking for innovative solutions to help us manage these increased calls. We were also looking to enhance our self-serve capabilities and be operationally efficient in the long term. ”

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“With the emergence of COVID – 19, we did not want to lose the personalized support we provide our members. We needed a technology that can free up the staff for personal assistance and also ensure lower costs of operations. This is where we pivoted, from ‘how can we help our members?’, to ‘Have them help themselves.”

James Chang

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People First Federal Credit Union’s Mac

“We were looking at avenues that will help us maximize the potential of our Credit Union and be best placed to serve our members round the clock.”

Howard Meller

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Neighborhood Credit Union's Nick

“The vision of the engagement is to harness the rich member interaction data from the call center to build the proactive solutions & industry best experiences for members”

Carolyn Jordan

SVP, Remote Services & Member Development Neighborhood Credit Union

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Security Service Credit Union’s Ava

“interface.ai is one of the very few platforms that can achieve 90%+ accuracy within just a few weeks”.

Jay Tkachuk

Senior VP, Digital Services at SSFCU

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University Credit Union’s Royce

“From our evaluation, it is clear that, interface.ai is far ahead of even the second-best vendor operating in the Intelligent Virtual Assistant space for Banks and Credit Unions”.

Dr. David Tuyo

President & CEO, University Credit Union

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