Securityplus Federal Credit Union

Securityplus FCU's legacy IVR system was due for decommission, and rising call volumes were tying staff to repetitive, low-value interactions like password resets and balance inquiries. Member expectations were increasing while staff capacity for meaningful engagement was constrained. The credit union needed to modernize its contact center without sacrificing the human touch central to its identity.

The credit union deployed interface.ai's Voice AI Agent to replace its legacy IVR with a conversational, agentic system capable of handling routine member inquiries naturally and autonomously. The implementation was designed not just to deflect calls but to redesign how the contact center operated — freeing staff to focus on relationship-building, financial education, and revenue-generating conversations such as loan applications and product introductions.

Over 84% of calls are now automated, allowing members to get fast answers for routine inquiries while staff redirect their time to high-value interactions. Between 2022 and 2025, the credit union achieved 6% membership growth alongside gains in accounts per member and loans per member. Employee fulfillment improved as staff shifted from transactional work to meaningful member engagement.

• Replacing a legacy IVR with agentic Voice AI can simultaneously improve member experience and drive measurable business growth, not just cost savings.
• Redeploying staff time — rather than reducing headcount — creates a compounding effect on revenue through deeper member relationships and product conversations.
• Automation and human empathy are complementary: high containment rates free staff for the interactions where the human touch matters most.