AmeriCU Credit Union Adds Voice Verification for Seamless Security

Milind Borkar

AmeriCU Credit Union, one of New York State’s largest full-service credit unions, has deployed Illuma Shield™ voice verification technology in their Member Contact Center to streamline both live agent and Interactive Voice Response (IVR) interactions. Posh AI, another CUSO partner, has also been integrated, providing their members with secure, 24/7 access to their accounts through telephone banking with conversational AI. This dual approach to digital transformation tackles the tough issues of high call volumes and fraud prevention with simple, effective solutions.

Combining IVR and Voice Verification: A Winning Strategy
Integrating the Illuma Shield™ voice authentication solution with Posh’s Voice Assistant enhances account security, reduces agent workload, and ensures a seamless member experience across both live agent and IVR interactions.

Ronald Belle, President and CEO of AmeriCU Credit Union, shared anticipation about the effects of this tech transformation: “We’re ensuring our members continue to receive the highest level of service and security with this powerful combination of technology solutions. The seamless integration process exceeded our expectations, and seeing the increase in operational efficiency as more members enroll has truly been rewarding. Our members have also shared enthusiasm for these improvements.”

According to Illuma Founder and CEO, Milind Borkar, “For credit unions across the U.S., ongoing high call volume and talent shortages have increased hold times, and fraudsters are relentless in their attempts to compromise account security. By creating a frictionless path for member verification, we can substantially reduce call handle times and significantly improve account security.”
Posh Co-Founder and CEO, Karan Kashyap, highlighted an added advantage: “The Posh Voice Assistant significantly reduces the burden on agents by enabling more members to access truly convenient self-service options. This eliminates the need to navigate complicated phone menus or face resolution delays from being transferred to an agent. With integrated voice verification, we ensure the same high level of security in every interaction.”

By integrating conversational AI and secure voice biometrics, tech-forward credit unions like AmeriCU can offer frictionless, secure access to member accounts around the clock. Members can self-serve with telephone banking, where they can call anytime to manage their account, or with a live agent during business hours to avoid lengthy security questions.

CUSO Investments Are Paying Off for Tech Savvy Credit Unions
Illuma and Posh are the first to co-develop the integration between voice authentication and conversational AI, focusing on the needs and use cases prevalent in credit unions. Unlike other solutions that are costly and difficult to deploy, this focused effort is right-sized for credit unions that need a quick, budget-friendly way to improve member experience, operational efficiency, and account security.
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With member expectations for a seamless user experience higher than ever, it pays to be on the cutting edge of voice authentication and frictionless member service in the credit union call center. As part of the Curql investor group and supporter of Illuma, Posh, and other CUSOs, AmeriCU is committed to the continued development and availability of critical solutions like Illuma Shield™.

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