United StatesFinance and insurance2020 – ongoingSecurity Service Federal Credit Union
Ava website assistant for member inquiries and product discovery
Security Service Federal Credit Union deployed Ava to answer website inquiries around the clock
Problem
Members struggled to identify suitable products within the credit union's broad offering. Limited support availability and slow inquiry resolution added pressure to the contact center.
Approach
The credit union deployed interface.ai's Ava assistant on its website. Ava interpreted members' needs to help them find suitable products and information. The vendor reported that the assistant diverted inquiries from the call center.
Results
No published figures
Takeaway
Ava combined product discovery with routine member support. Its website deployment preceded proposed expansion into additional channels and transactions.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
interface.ai described Ava as operational on the credit union's website, answering inquiries and helping visitors find products. It reported reduced call-center demand and separately presented expected future benefits.
Full details are in the original sources.