WEOKIE Federal Credit Union Transforms Member & Agent Experience with IVR to Voice AI Upgrade

About WEOKIE Federal Credit Union

In 1969, the employees of Western Electric of Oklahoma pooled their resources to form a not-for-profit federal credit union to secure the individual financial interests of the community and workplace members. They named it WEOKIE (WE = Western Electric, OKIE = Oklahoma). Today, WEOKIE Federal Credit Union has grown to become one of the largest financial institutions in Oklahoma, serving over 64,000 members with a commitment to financial security, low fees, and member-first service.

The challenge: High call volume, staff attrition, and the need for change

With a strong focus on delivering exceptional support and fostering trust with its members, WEOKIE found itself facing challenges similar to many other credit unions:

1. COVID-19 had led to higher call volume as branches closed, resulting in long wait times. This was exacerbated by high staff attrition.
2. CUELINE, the automated phone banking system in use, was being discontinued so WEOKIE needed to find a replacement system – quickly. WEOKIE was getting 20,000 to 25,000 calls per month to the phone banking system and could not afford to have these calls handled by its agents.

Without a system in place, they knew they would face high call volumes, long hold times, frustrated members, and high staff attribution.

WEOKIE recognized that they needed to replace the phone banking system with technology that could handle their high call volume. Expanding staff alone wasn’t a sustainable solution. The technology also had to improve efficiency, offer the highest security, and be future-proof.

The solution: Replacing legacy automation & IVR solutions with a voice AI agent

WEOKIE saw an opportunity to transform its member experience with AI-driven call automation. With CUELINE end of life coming soon, WEOKIE set out to find an AI-powered voice assistant that could replace the phone banking system and:

• Automate routine inquiries and free up agents to spend more time with members on complex issues

• Drastically cut hold times to improve the member experience

• Improve fraud prevention with advanced authentication

“The biggest thing that stood out to me about interface.ai,” shared Rhonda Neathery, WEOKIE’s VP, Digital Branch, “was how it prioritized member service. It wasn’t just about automation for automation’ sake – it was about making sure we provided our members with the best support and made them still feel cared for.”

The team conducted an in-depth analysis of multiple vendors, including Posh AI and Boost AI. However, interface.ai’s Voice AI Agent stood out as the clear choice with specialized banking AI solutions built for credit unions.

WEOKIE worked closely with interface.ai to strategically roll out Voice AI in phases. The first phase focused on high-frequency queries – like balance checks, transfers, and account information. Advanced API integrations ensured that even loan payments and password resets could be handled seamlessly by AI. Throughout the implementation, interface.ai’s dedicated team provided hands-on guidance.

The results: AI automation that cut wait times, costs, and turnover

By implementing interface.ai’s Voice AI Agent, WEOKIE saw immediate improvements in call wait times, operational costs, and agent satisfaction. When WEOKIE stopped using their existing automated phone banking system, they feared call volumes to agents would soar , putting immense pressure on the contact center.

However, with interface.ai’s Voice AI Agent in place, 66% of incoming calls are automated. This hasn’t just kept call volumes manageable – it has gone above and beyond their previous system, automating more queries than ever before, dramatically reducing wait times, and cutting operational costs.

Voice AI has transformed the contact center’s wait times. Previously, members sometimes waited over 30 minutes for an agent. Now, most calls are answered in under 30 seconds. At peak times, wait times rarely exceed 2–4 minutes. The new AI system has also driven significant cost savings. By reducing the need for additional staffing and improving efficiency, WEOKIE has saved over $800,000 in one year.

The impact extended beyond efficiency. With the Voice AI Agent managing such a high call volume, agents are no longer overwhelmed by repetitive calls and can focus on meaningful, complex member conversations. As well as improving member engagement, this shift has improved morale and job satisfaction. This has resulted in lower agent turnover, creating a stable team of 17 agents.

Another standout result is the ability to provide 24/7 member support. In December 2024 alone, the Voice AI handled over 9,000 after-hours calls, ensuring members always had access to assistance, regardless of the time of day.

Beyond Voice AI: Chat AI on the website

When modernizing their digital member service experience, WEOKIE considered deploying live chat on the website but made a deliberate decision not. Instead, they implemented interface.ai’s Chat AI to handle queries and seamlessly direct members to call in via phone if they required human assistance.

Like many other financial institutions, WEOKIE discovered that Chat AI can handle most common queries on the website, and those that needed human assistance were complex and needed multi-factor authentication. Such queries can be best handled over a phone call instead of live chat, making live chat an unnecessary step in the resolution process. Recognizing this, WEOKIE chose to direct such interactions straight to a phone call, where members could more quickly and efficiently receive the human assistance they needed.

Conclusion

One of the reasons AI adoption was so successful at WEOKIE was the active involvement of its leadership team in ensuring a smooth implementation. The executive team proactively supported the transition, reinforcing AI as a strategic move for the credit union. Marketing played a crucial role in shaping a positive narrative around AI too, ensuring members understood and embraced the change. Meanwhile, frontline staff were well-prepared and trained on best practices to help members navigate the new system with confidence.

Through its partnership with interface.ai, WEOKIE Federal Credit Union has set the benchmark for member services. By replacing their legacy automated and IVR systems with a cutting-edge Voice AI system, WEOKIE has overcome critical operational challenges, streamlined support, and enhanced the member experience.