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Go Back Impact and evolution of NCU

Carolyn Jordan

SVP, Remote Services & Member Development Neighborhood Credit Union

Our call handling rates improved from 50% to 90% within 2 days of Nick's deployment, which has allowed our agents to focus more on high-quality work along with enhancing our member satisfaction levels.

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The Problem

Carolyn Jordan

SVP, Remote Services & Member Development Neighborhood Credit Union

“Due to the pandemic, we experienced around 10-15% increase in call center calls. This increased call volume led to an increase in our abandonment rates from 5-8% to 15 - 20%. We were on the lookout for a solution that would help us solve bottlenecks at the call center level & improve our service levels for members.”

Goals of implementing an Intelligent Virtual Assistant

  • Respond to member inquiries instantly 24×7
  • Reduce abandonment rates & call wait time to 0%
  • Improve first call resolution rates
  • Offer personalized experiences for members
  • Continuously learn from member interactions and improve
  • Offer 24×7 contact center for members
  • Improve operational efficiency across the organization
  • Increased efficiencies will lead staff to spend more time tending to the members in need

Carolyn Jordan

SVP, Remote Services & Member Development Neighborhood Credit Union

“This project will enable us to serve our members around the clock in an efficient manner and will also enable us to strike the right balance between a human and digital approach to member service thus elevating the member experience we provide to elite standards.”

Solution

  • Call center automation through AI enabling better member experience and instant service
  • Provide proactive experience to members and help them save more and make better use of Neighborhood Credit Union’s products and services
  • Members will be able to get information about NCU products and services instantly
  • AI will assist members to identify and select the best offerings
  • Guidance over voice and text to help members & prospects successfully apply for new products
  • Enabling applications in a conversational manner
  • Automated follow-ups in case of drop-offs or errors in application forms
  • Enable members to perform any transactions by conversing with the AI agent

Nick’s Impact

  • Call handling rates improved from 50% to 90%
  • 100% calls handled by AI
  • Zero call wait times and abandonment rates
  • Provides instant responses to members 24/7
  • Significant reduction of calls going to outsourced call centers

Key Impact Metrics

$4.4M

Saved from support
operations

98%

Accuracy

43909Hours

member wait
times averted

Improved

member satisfaction

Learn more about NCU and interface.ai

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How NCU selected interface.ai as a partner

Read about NCU’s journey on picking interface.ai as their Intelligent Virtual Assistant(IVA) vendor.

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