-- In the evolving financial landscape, credit unions are increasingly adopting artificial intelligence (AI) to improve member experiences and streamline operations. A prime example is WEOKIE Federal Credit Union’s collaboration with interface.ai to upgrade their traditional Interactive Voice Response (IVR) system with a Voice AI solution.
The Challenge: Outdated IVR, High Call Volume, and Staff Attrition
Rhonda Neathery, VP of Digital Branch, described the challenges WEOKIE faced as a “vicious cycle.” With the COVID-19 pandemic forcing branch closures, wait times increased significantly, and high staff attrition worsened the situation. The credit union's outdated phone banking system, CUELINE, was also being discontinued, and a replacement was urgently needed.
Handling over 20,000 calls monthly, WEOKIE couldn’t afford to rely solely on human agents. Members often waited up to 30 minutes to speak with an agent. Meanwhile, frontline staff struggled with repetitive inquiries, which left little time for addressing more complex needs.
“We were constantly losing agents due to burnout from high call volumes and repetitive tasks,” Neathery said. As staffing became unsustainable, WEOKIE realized it needed a solution that could improve efficiency, ensure security, and be future-proof. They aimed to:
- Automate routine inquiries and free up agents for complex issues
- Reduce hold times and improve member satisfaction
- Enhance fraud prevention with advanced authetication measures
The Solution: AI-Powered Call Automation
After evaluating various vendors, WEOKIE selected interface.ai’s Voice AI Agent, which specializes in AI solutions tailored for credit unions. The system was rolled out in phases, starting with common queries like balance checks and transfers. API integrations enabled loan payments and password resets, reducing agent workload.
Neathery explained, “What stood out about interface.ai was their focus on member service. It wasn’t just about automation; it was about providing the best support while ensuring members felt cared for.”
The Results: Efficiency, Cost Savings, and Member Satisfaction
The Voice AI Agent had an immediate and transformative impact:
- 66% of incoming calls were automated, surpassing the capabilities of WEOKIE’s previous system and drastically reducing call volumes to human agents.
- Call wait times plummeted from 30 minutes to under 30 seconds in most cases, with peak times rarely exceeding 2-4 minutes.
- Annual costs savings of over $800,000 were achieved through improved efficiency and reduced staffing needs.
- Agent job satisfaction improved, leading to lower turnover and a stable team of 17 agents focused on meaningful member interactions.
- 24/7 support was introduced, with over 9,000 after-hours calls handled by the AI system in December 2024 alone.
“We’ve gone from 20-30 minute waits to under 30 seconds, which is a massive improvement,” Neathery said.
Beyond Voice AI: Smarter Digital Member Support
As part of its digital transformation, WEOKIE also explored web-based support. While many financial institutions use live chat, WEOKIE implemented interface.ai’s Chat AI. This system efficiently handles common inquiries and directs members to phone support when needed, eliminating the need for follow-up calls.
“We’ve tried live chat before, but it wasn’t effective for us. Many queries were too complex and needed follow-up calls, so we opted for a more efficient approach by directing members straight to our phone agents,” Neathery explained.
A Model for AI-Driven Credit Union Service
The successful implementation of AI at WEOKIE was driven by a strong leadership, a strategic approach to member communication, and comprehensive staff training. The credit union’s praoctive involvement ensured a seamless transition, reinforcing AI as a long-term investment in operational excellence and member satisfaction.
Through its partnership with interface.ai, WEOKIE has redefined the member experience, proving that technology can enhance, not replace, human connection.
For those interested in exploring the intricacies of WEOKIE’s transformation and understanding how Voice AI can revolutionize member engagement, there will be an insightful webinar that will delve into the challenges faced, solutions implemented and remarkable outcomes achieved.
To register for the webinar, visit: https://interface.ai/weokie-federal-credit-union-webinar/
Contact Info:
Name: Omri Hurwitz
Email: Send Email
Organization: Omri Hurwitz Media
Website: https://omrihurwitz.com/
Release ID: 89155080
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