We Florida Financial Credit Union Handles Surging Call Volume With Fewer Staff Using Voice AI

As We Florida Financial Credit Union prepared for a major core migration – transitioning from Fiserv’s Branch Suite to a newer Fiserv core system – the team anticipated a substantial rise in call volume. We Florida knew that during such transitions, member support needs rise sharply as they adjust to updated processes and system changes.

The contact center needed a way to manage these higher call levels without increasing staff, while still maintaining the credit union’s high service standards.

As well as absorbing elevated call volume, the credit union wanted to improve the overall banking experience. At the time, We Florida relied on a basic IVR system that could handle only a very limited set of requests. To meet modern digital expectations and deliver more intuitive support, the team knew their non–AI-powered system needed to be replaced.

Voice AI fundamentally reshaped how We Florida Financial runs its contact center. The AI agentautomates 58% of calls, and is steadily rising. This has removed a large portion of routine, low-complexity demand that once tied up agents. With so much of the daily volume now handled through automation, the credit union no longer required the same staffing levels to maintain strong performance. This allowed the team to naturally shift from16 agents to 13without affecting service quality or the member experience.

Despite operating with fewer agents, service performance strengthened. The contact center now consistently maintains a 90–95% answer rate, with only 2% missed calls

As Aseef noted,“We’re hitting those thresholds more consistently now — even with less staff.”

With routine demand handled by Voice AI, the nature of agent work evolved too. Agents are now able to focus on higher-value issues that require human judgment, deeper troubleshooting, and member education. As Aseef noted, this shift has made their interactions more meaningful: