Since its founding in 1948, Dupaco Community Credit Union has been a leader in innovation, security, and exceptional member service. With over 160,000 members across the U.S., the credit union has continuously adapted to new challenges to safeguard its members’ financial well-being.
In response to rising fraud threats and increasing demand for 24/7 support, Dupaco partnered with interface.ai to deploy its Voice AI Agent, an industry-leading solution that has set a new benchmark for security, efficiency, and member experience.
Combatting Fraud with Cutting-Edge AI Technology
Fraudsters are leveraging AI-driven schemes to exploit financial institutions, making fraud prevention a top priority for Dupaco. Recognizing that fighting AI-driven fraud requires an equally powerful AI-powered defense, the credit union implemented interface.ai’s multi-layered authentication system. This state-of-the-art security approach, known as the “three-legged stool,” combines AI, voice biometrics, and caller anti-spoofing to offer an unparalleled level of protection.
The system performs over 100 real-time verification checks within seconds of a call, achieving an impressive 68% call authentication rate. Dupaco is also preparing to integrate device biometrics, making it the first financial institution to adopt this advanced security measure in AI-powered banking.
“With such advanced threats, any one security system can fail. But when you layer in five, six, or seven different solutions like interface.ai does, you are protected from this in the most secure way possible,” said Todd Link, Chief Risk Officer at Dupaco Community Credit Union.”
“And better still, we don’t need to purchase each tool and try to tie them together. interface.ai has created a cohesive security ecosystem that we can plug into, and that’s where the true value comes in.”
While the primary goal is to prevent fraud, the AI-powered authentication approach also enhances the member experience by eliminating the need for lengthy verification questions. Members can complete transactions faster while enjoying a seamless, secure banking experience.
Driving Efficiency & Cost Savings with AI Automation
Beyond security, Dupaco has embraced AI automation to improve efficiency and reduce costs. Since implementing interface.ai’s Voice AI Agent, Dupaco has:
- Automated 46% of total calls, reducing the burden on human agents.
- Achieved 80% after-hours call automation, ensuring 24/7 support without additional staffing costs.
- Generated $350,000 in annual net savings, transforming its contact center from a cost center into a value-generating hub.
“interface.ai’s Voice AI Agent has generated a net savings of $350,000 in one year,” Link noted. “I am really excited about the future of what we can do together as partners because we are in the infancy of this project.”
By handling routine inquiries, such as balance checks and fund transfers, AI allows Dupaco’s human agents to focus on more complex member needs. This shift enables deeper engagement and personalized financial guidance, further strengthening member relationships.
Enhancing Member Experience & Engagement
While cost savings and security improvements were major motivators, Dupaco also prioritized elevating the member experience. Modern banking customers expect fast, accessible, and frictionless interactions, and interface.ai’s Voice AI Agent delivers exactly that.
- Members can access essential banking services 24/7, regardless of time zones or work schedules.
- Spanish-speaking members, which comprise 7-10% of Dupaco’s customer base, now receive linguistically accurate, culturally nuanced support thanks to AI’s native Spanish capabilities.
- AI-driven automation frees human agents to focus on high-value interactions, such as financial consultations and problem resolution.
“If a member needs their balance, AI can handle that instantly. But when they want to discuss their financial well-being or sensitive issues, our agents are now available for those deeper conversations that truly help our members,” Link emphasized.
Setting a New Standard in AI-Driven Banking
Dupaco Community Credit Union’s partnership with interface.ai exemplifies how AI can transform financial services. By integrating Voice AI technology, Dupaco has created a member-first ecosystem that enhances security, reduces costs, and delivers seamless banking experiences.
Dupaco is not only keeping pace with industry trends but also setting the gold standard for the future of credit union banking. interface.ai’s Voice AI Agent has transformed Dupaco’s fraud prevention while retaining the beautiful foundation of the credit union movement.
Disclaimer: This article contains sponsored marketing content. It is intended for promotional purposes and should not be considered as an endorsement or recommendation by our website. Readers are encouraged to conduct their own research and exercise their own judgment before making any decisions based on the information provided in this article.
