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.

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.”


  • 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


Saved from support




member wait
times averted


member satisfaction

Learn more about NCU and


How NCU selected as a partner

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

Other Case Studies

Northern Credit Union's Iva

“We have high expectations for servicing our members. Our vision is to create the most seamless experience for our members.”

Brittany McGrath

Member Relationship Manager, Northern CU

Read Case Study

Southland Credit Union's Scuba

“We continuously strive for improved service for our members at Southland Credit Union. We needed a technology that can help in delivering communication and information in all the ways that our members prefer and to provide them with 24/7 assistance.”

Matthew Herrick

Senior Vice President Marketing & Financial Services, SFCU

Read Case Study

Diamond Credit Union's Iva

“The vision of the project is quite simple. It is to get our membership answers to their questions quickly, and more efficiently.”

Todd Rothenberger

SVP/Chief Member Experience Officer, Diamond Credit Union

Read Case Study

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.”

Josh Herzog

Vice President of Operations Experience & Payments, KeyPoint Credit Union

Read Case Study

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. ”

Tyler Kuhn

Ex - VP, Marketing & Digital Experience, DFCU.

Read Case Study


“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

Chief Executive Officer, PSFCU

Read Case Study

America's Credit Union’s Ken

“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.”

Troy Kyle

Chief Information Officer, ACU

Read Case Study

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

President & CEO, PFFCU

Read Case Study

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

Read Case Study

Security Service Credit Union’s Ava

“ 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

Read Case Study

University Credit Union’s Royce

“From our evaluation, it is clear that, 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

Read Case Study
Schedule demo

Download Case Study

We’ll send it to the email you enter below