How to Create the Best Credit Union Member Experience in One of the Most Competitive States

In Delaware, competition in the financial services industry is fierce. As of 2024, there are 17 credit unions, five community banks, and 20 banks in Delaware alone. To stand out in this state, credit unions must innovate continuously. Del-One Federal Credit Union, Delaware’s largest credit union, is leading the way in this competitive landscape by prioritizing and investing in member experience.

interface.ai sat down with Del-One FCU’s President and CEO, Dan McCarthy, and their member experience team, to explore how they are setting the standard for creating impactful and memorable member experiences. From leveraging AI to enhance self-service, to empowering staff with new tech, Del-One is building stronger relationships with its members and staying ahead of shifting consumer expectations.

Webinar highlights from Del-One FCU

Del-One FCU understands that a great member experience is essential to thriving in a state with intense financial competition. To this end, they’ve adopted interface.ai’s AI-powered Voice Assistant (which they named Breezy), to streamline services and create personalized, seamless experiences for their members. 

1. Empowering members with self-service

Del-One has significantly reduced its call center volume by allowing members to handle routine tasks independently through AI. With more than 60% of inquiries automated, members can resolve issues quickly without needing to speak to a representative, while still having the option to escalate to a human agent for more complex matters. This balance between automation and personalized service gives members the flexibility to choose how they interact with Del-One, empowering them to take control of their financial needs.

“Right now, AI is taking anywhere from sixty to sixty-five percent automation for us, which is a great help. This goes back to letting AI handle those quick inquiries while we take the deeper dive into the disputes and the bigger issues with our members.” – Donnell Henriquez, Contact Center Manager, Del-One FCU

2. Creating a frictionless 24/7 member experience

Del-One FCU has transformed its member interactions by leveraging interface.ai’s AI-powered voice and chat solutions. This technology allows members to access their accounts, check balances, transfer funds, and even manage loan payments at any time, eliminating the need for long waits or manual intervention. The seamless, round-the-clock service ensures that Del-One members get the assistance they need, exactly when they need it, vastly improving their overall banking experience.

“Breezy happily has been taking calls twenty-four seven. Which is like… overwhelming, but it’s been taking calls twenty-four seven. It’s wonderful. And we do have an option if the member wants to talk to an agent, they can put in a callback request, and management staff is on it in the morning.” – Donnell, Del-One FCU

3. Personalized, human-Like conversations

Using interface.ai’s Conversational AI, Del-One’s virtual assistant, Breezy, facilitates lifelike, personalized interactions. This AI understands member requests, processes them, and offers relevant information in real time. Whether it’s a simple inquiry or a more complex transaction, Breezy delivers fast and accurate responses while maintaining a human-like conversational tone, ensuring that members feel connected and valued during their interactions.

“Breezy rolls out and we are able to deep dive into… What’s the concern? Can we get you a loan? Do you need a loan? What’s going on with you today? Just have those intimate conversations where we’re not worrying about average handle time.” – Donnell, Del-One FCU

Wrap-up

Del-One FCU isn’t the only credit union improving operational efficiency and customer satisfaction with interface.ai. Over 100 financial institutions are using interface.ai’s voice, chat, and multimodal agentic AI solutions to keep ahead of the AI transformation in banking.

Want to learn more about interface.ai? Get in touch with us and you can speak with our AI specialists to explore how our solutions can help your institution.