Securityplus Federal Credit Union’s legacy IVR system was being sunset. Rather than switching to another IVR solution, leadership saw the moment as a chance to rethink the member experience – moving beyond outdated menus toward a smarter and more helpful way to serve members and free staff for ‘higher-value’ work.
By replacing its legacy IVR with Interface.ai’s Voice AI, Securityplus transformed its contact center into a growth engine. With routine calls now automated by AI, staff have been freed from repetitive, ‘lower-value’ work to focus on deeper member engagement and revenue-driving opportunities. This shift has fueled significant membership growth, product adoption, and wallet share.
Call automation
Member adoption
Membership growth
Founded in 1938 to serve employees of the Social Security Administration, Securityplus Federal Credit Union now serves more than 36,000 members across Maryland. With a mission to empower people with financial security, and deliver personalized, accessible solutions, Securityplus continues to invest in technology that enhances convenience while preserving the human connection at the heart of credit union service
Securityplus Federal Credit Union was operating on an aging IVR system that was being sunset. Around the same time, new leadership joined the organization with a vision to modernize how the credit union served its members. The IVR sunset created both urgency and opportunity. Rather than settling for another limited, menu-based system, leadership wanted a forward-looking solution that could keep pace with member expectations, enhance service quality, and create greater operational efficiency.
We knew our IVR had to be replaced. But this was also a chance to rethink how we serve members – and Voice AI was the natural solution.
To replace its aging IVR, Securityplus selected interface.ai’s Voice AI Agent – a solution purpose-built for credit unions to automate calls and deliver faster, more natural member interactions. Launched in 2022, the Voice AI Agent handles high-volume requests such as balance inquiries, fund transfers, and branch information. However, like many credit unions, Securityplus discovered that members were deeply accustomed to their old call flow. Longtime members expected to “press 1” or “press 2” and were initially hesitant to speak naturally to an automated system.
This industry-unique system runs over 100 real-time verification checks within seconds of a call, ensuring both security and speed. Dupaco has achieved a 68% call authentication rate, empowering its team to stop fraud in its tracks while maintaining a seamless member experience.
To ease the transition, the team took a clever approach. When a member called, they were greeted by the familiar number-based menu. However, behind option 1, calls were seamlessly handed off to the new Voice AI. This gave members the comfort of the process they knew while introducing them to a much more capable and conversational experience. That subtle rollout decision made all the difference. Adoption surged, and members quickly began to rely on Voice AI for everyday banking needs. Today, adoption is over 92%, proving that once members experience how intuitive and helpful the AI is, they trust it – and even prefer it.
Some members were hesitant to speak with the Voice AI Agent at first. But, as soon as they interact with it, they realise how easy and helpful it really is. Adoption is at 92%, a clear sign that members not only feel comfortable using the Voice AI, but actually prefer it.
Throughout implementation, interface.ai worked closely with Securityplus to train the AI on real member interactions, refine intents, and ensure the experience matched the credit union’s tone and service philosophy.
With over 84% of calls automated by Voice AI, Securityplus has been able to fundamentally refocus how its contact center operates. Instead of spending time answering simple, repetitive questions, employees can now concentrate on more complex or sensitive member needs. This shift hasn’t just improved job satisfaction – it’s also created space for staff to focus on relationship building, member education, and enhancing the overall member experience.
Automating routine calls gives our team more time to help the members who really need extra support, and help them quickly.
The added capacity has also created space for employees to focus on revenue-generating conversations and tasks, such as discussing new products or assisting with loan applications. This shift has contributed directly to Securityplus’s 6% membership growth from 2022 to 2025, alongside notable gains in both accounts per member and loans per member. By shifting time from transactions to meaningful interactions, the team is driving measurable business growth while strengthening member loyalty.
AI hasn’t led us to cut staff – we repurposed their time toward what matters most. Our team is more fulfilled, our members are happier, and the credit union is growing as a result.
Securityplus plans to continue advancing its AI journey with Interface.ai, building on the success of its Voice AI implementation. The next phase will focus on delivering an even more natural, conversational experience, as well as looking to AI-powered cross-sell and upsell opportunities. “Our partnership with interface.ai continues to grow,” says Jeff Gehris, COO. “We’re always looking for new ways to make banking easier for our members – and AI plays a big role in that.” By continuing to innovate with Interface.ai, Securityplus is ensuring its member experience remains modern, efficient, and deeply human – keeping people at the center of every interaction.
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