Dupaco Community Credit Union cuts wait times from 30 minutes to under 30 seconds with AI Voice and Fraud Prevention

Dupaco faced increasingly sophisticated AI-powered fraudsters that traditional authentication methods could not adequately combat. Their contact center also struggled with high call volumes, resulting in member wait times of 20–30 minutes for routine inquiries. Existing systems lacked the speed and layered verification needed to balance security with a seamless member experience.

Dupaco deployed interface.ai's Voice AI Agent combined with a three-legged authentication approach integrating AI, voice biometrics, and caller ID forensics. The system performs over 100 fraud verification checks on every inbound call within five seconds—before the call is even answered—enabling seamless, real-time authentication. Routine inquiries such as account balances and branch hours are fully automated, freeing agents for higher-value interactions.

The Voice AI now automates 46% of all calls, generating $350,000 in annual net savings. Call authentication success reached 68%, providing robust fraud protection without degrading the member experience. Wait times dropped from 20–30 minutes to under 30 seconds, dramatically improving member satisfaction.

• A multi-layered "mosaic" authentication approach (AI + voice biometrics + caller ID forensics) is required to keep pace with AI-powered fraudsters.
• AI automation can coexist with strong member experience—100+ fraud checks running invisibly in under 5 seconds is seamless to the member.
• Automating low-complexity inquiries elevates human agents to higher-value conversations rather than eliminating jobs.