Customer Background:

Interra Credit Union ($1.8 billion assets) has been serving members for over 90 years. Today, Interra Credit Union serves more than 92,000 members at 16 branches in North Central Indiana with a goal to help the community build a strong financial foundation for years to come. 

Empowering Staff with Conversational AI

Interra Credit Union places a strong emphasis on employee fulfillment and engagement, particularly in their interactions with members to help them achieve their goals. But staffing challenges and high call volume at the service center led to shortened engagements and reliance on an overflow provider. This overflow support lacked the cultural alignment Interra valued, leading to many calls being rerouted back to the internal team. Wait times climbed to 24 hours, and members often had to follow up multiple times to get help.

These challenges not only impacted member satisfaction, but also created pressure on frontline employees. Interra needed a partner that could help deliver a better experience — both for members and staff.

They partnered with Posh to implement a multi-channel AI strategy: Digital Assistant for their website and mobile apps, Terra Voice Assistant for phone support, and eventually, Knowledge Assistant to empower staff internally. The shared goal was simple — reduce friction, improve access to information, and let both members and staff focus on higher-value conversations.

Since the implementation of Terra, Interra has experienced:

• 90% decrease in calls to overflow
  

• 20% decrease to calls in the call center due to Digital Assistant responding to more questions
  

• 54% drop in abandoned calls — from 9.9% to 4.4%
  
  

"Any time AI comes up, there's always uneasiness—concerns about job loss. But once the staff saw what Terra could do, they realized it would actually make their jobs easier. They experienced fewer redundant calls and felt less rushed on the ones that mattered. That shift was immediate and clear," says David Dekker, SVP of Consumer Services.

Building the Foundation with Digital Assistant

Interra’s journey with Posh began with their Digital Assistant, deployed on online and mobile banking platforms to answer common member questions and guide users toward self-service. On mobile alone, engagement was three times higher than web — a clear sign members were ready for intelligent support.

This early success didn’t just validate the technology — it built trust in Posh’s approach.

“We're in a limitless era of possibilities when it comes to AI,” says Todd Woods, Interra’s SVP of Technology. “We wanted a partner, not just a vendor. That’s why we chose Posh — someone who understands both the tech and what we’re trying to do as a financial institution.”

That partnership would evolve into a broader vision: equipping Interra’s entire ecosystem — members, agents, and internal teams — with intelligent, scalable support.

Migrating Telephony and Launching Terra

In parallel with moving its telephony infrastructure to the cloud, Interra implemented Terra, Posh’s Voice Assistant, to offer members 24/7 conversational banking. This rollout removed the need for complex phone menus, introduced natural language routing, and brought full banking-by-phone capability to the credit union’s main phone line.

“Doing the voice rollout during our telephony migration led to massive value — from cost savings to project efficiency,” Woods says. “Our team was eager, and it paid off. We saw an immediate impact on experience and resource allocation.”

Containing Calls, Elevating Work

Within two weeks of go-live, Interra saw not just a drop in call volume but a shift in behavior. Hundreds of new users interacted with Terra monthly, and 92% of callers engaged with the assistant — resulting in 60% call containment.

“There was a real sense of optimism about what Terra could do for us. Staffing is always a challenge, and we were looking for ways to scale with our growth. By partnering with Posh, redundant calls disappeared, and we relied less on our overflow provider during the day and after hours,” says David.

The results extended beyond the contact center. Terra’s success meant Interra could promote a team member to another department without needing to backfill — a sign that AI wasn’t just improving service, but also enabling growth.

“The staff at Posh has helped us so much,” says Woods. “It’s a true partnership that delivers, today and into the future. I tell other vendors: This is the bar. Look at what Posh is doing, and how they’re doing it.”

Bringing AI Inside: Knowledge Assistant

With external AI thriving, Interra turned inward. In 2024, they rolled out Posh’s Knowledge Assistant, a generative AI tool that brings fast, accurate answers to internal teams like retail, contact center, deposit operations, and consumer loan servicing.

Previously, employees relied on outdated intranet systems or had to place calls to internal support teams — disrupting service and adding friction. Knowledge Assistant changed that by letting teams simply ask questions and get contextual, policy-based answers instantly.

“The magic of Knowledge Assistant is how simple it is. Drop your documents in, and it just works. I wanted to take something that advanced and put it in people’s hands right away.”

The rollout was gradual and strategic: start with a few teams, validate the impact, and grow based on internal interest. It worked. Employees quickly embraced the tool, and soon, other departments began asking when they could get it.

“I can’t walk down the hall without people asking, ‘When do we get it [Knowledge Assistant]?’ The buzz is real. Other departments want in.”

Impact Across the Organization

Since the introduction of Knowledge Assistant:

• Over 180 employees actively use the system
  
  
• The internal support team has seen a 6% reduction in calls
  
  
• Question volume is up 10% month-over-month, indicating growing trust in the tool
  
  

“These are back-office teams grinding through complex work — and now they get to use the same tech they read about in the news,” says Woods. “It makes their day easier, and we’re already improving policies based on the feedback.”

Looking ahead, Interra plans to expand Knowledge Assistant across the organization. The iterative development and fast response from the Posh team are part of what keeps Woods excited about the future.

“What Posh is doing with iterative development is rare. You’re taking something already great and making it better every month. Other vendors don’t operate that way.”

Ready to Put AI to Work for Your Team?

Whether you're looking to reduce call volume, enhance member experience, or streamline internal support, Posh helps credit unions and banks unlock the full potential of conversational and generative AI.

Let’s explore what’s possible — together.
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