Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
We Florida Financial Credit Union · interface.ai
Vendor-reportedBanking & financeUnited StatesScaledMid-marketNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by interface.ai (vendor self-report). Checked against the source page on 2026-09-05. 4 of 4 figures below appear on that page word for word.
The problem
Preparing for a major core migration expected to significantly increase call volume, needing to manage higher call levels without increasing staff, and replacing an outdated IVR system.
What was deployed
- Vendor
- interface.ai
- Products
- Voice AI
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- credit union's most common use cases, including balance inquiries, transaction history, password resets, and card-related issues
- Scale
- all inbound calls for 41,000+ members
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
13 agentssupport staff reductionfrom 16 agents
“19% support staff reduction”
Quoted word for word from the source
58%Call automation
“The AI agent automates 58% of calls”
Quoted word for word from the source
90-95%Answer rate
“The contact center now consistently maintains a 90–95% answer rate”
Quoted word for word from the source
2%missed calls rate
“The contact center now consistently maintains a 90–95% answer rate, with only 2% missed calls”
Quoted word for word from the source
“We forecasted contact volume would jump exponentially. Voice AI became the solution to divert that traffic to protect our call center staff and ensure service levels remained high.”
Difficulties and limits
- Transitioning from Fiserv's Branch Suite to a newer Fiserv core system was expected to sharply increase member support needs as members adjusted to updated processes.
- The credit union's basic IVR system could handle only a very limited set of requests and duplicated functionality at unnecessary cost.
Sources
- interface.ai — vendor self-report, 2025-12-15
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