Marine Credit Union cuts call center escalations 60% with AI-powered knowledge assistant

Marine Credit Union's call center staff frequently placed members on hold or escalated questions to supervisors to locate accurate policy and procedure information. This slowed service, increased call handle times, and strained support leadership. The credit union needed a scalable way to empower frontline staff to resolve questions independently without sacrificing accuracy or the personal member experience.

Marine CU deployed CXplainAI by CurrentWave AI — an AI-powered knowledge assistant allowing staff to ask questions in plain English and receive verified answers in seconds. The system was customized to Marine CU's internal terminology, workflows, and documentation. Initially rolled out to ~35 call center users with SSO integration, it later expanded across all 16 branches and internal operations.

Within four months, average answer time dropped to 4.24 seconds (down from 2–3 minutes of manual searching), and supervisor escalations fell by 60%. In the first year, staff used the system to answer more than 30,000 questions, and 100% of users rated finding resources as "Easy" or "Very Easy." Employee confidence scores averaged 9.3/10 for both ease of finding resources and feeling more supported.

• AI-powered internal knowledge tools can deliver rapid ROI in call centers even at mid-size credit unions, with measurable escalation and handle-time reductions within months.
• Customizing the AI to institutional terminology and workflows — rather than deploying a generic knowledge base — is key to adoption and accuracy.
• Successful pilots in one department (call center) create natural expansion paths across branches and operations.