Financial Institutions
The Cost of Fragmented Knowledge
You have hundreds (if not thousands) of policies, procedures, and processes that must be organized in a way that your employees can access quickly to answer customer questions or simply do their jobs.
This can be an impossible task. Over time information becomes scattered and hard to find. Your employees waste valuable time searching for the right information... while your customers wait.
We have solved your problem.
The Cure for Chaos
Say goodbye to long hold times, supervisor interruptions, slow training, and outdated documentation.
Affordable for banks and credit unions of all sizes, our solutions provide your employees with instant access to your internal knowledge and equip you with the insights needed to address customer pain points - saving you time and money and boosting customer loyalty.
Seamless Integration with Your Systems
No integration is required, but our solutions can integrate seamlessly with your platforms such as SharePoint, OneDrive, Google Docs, and Zendesk. Easily add Single Sign-On (SSO) with Azure Entra (Active Directory) for a streamlined user administration.
Our AI tools help our bank and credit union clients boost efficiency, improve customer satisfaction, and achieve measurable results - without the headache.
Case Study
Overview
Marine Credit Union (Marine CU), a credit union headquartered in La Crosse, Wisconsin, manages over $1 billion in assets and serves more than 80,000 members across Wisconsin, Iowa, Minnesota, and Illinois. Rooted in its mission to serve hardworking people at every stage of their financial journey, Marine CU has always prioritized accessibility, compassion, and personalized service.
To keep pace with growing demand while maintaining exceptional service, Marine CU sought a smarter way to reduce call center hold times and give employees faster access to accurate information—without compromising the human connection members rely on.
Solution
MCU partnered with CurrentWave AI (CWAI) to implement CXplainAI, a knowledge assistant built to deliver fast, accurate answers to employee questions about policies, procedures, and internal processes. Deployed in MCU’s call center with approximately 35 users, CXplainAI was implemented to dramatically reduce lookup time and eliminate unnecessary escalations.
Unlike traditional knowledgebases, CXplainAI uses natural language understanding to allow employees to ask questions in plain English—and receive trusted, verified responses in seconds. The system was also customized to reflect MCU’s internal workflows, processes, and terminology, ensuring every answer feels natural and aligned with the credit union’s operations.
Results & Benefits
The impact was immediate and measurable. Within just four months of implementation:
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Average answer speed dropped to 4.24 seconds, compared to the 2–3 minutes it previously took to locate information manually.
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60% reduction in supervisor escalations, thanks to frontline staff finding answers independently.
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When surveyed, 71% of users said finding resources with CXplainAI was “Very Easy”, with the remaining 29% saying it was “Easy.”
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Employees rated the AI’s impact on their ability to serve members as:
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“Easier to find resources”: 9.3/10
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“Feel more supported”: 9.3/10
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These results not only improved member service but also boosted employee confidence and reduced the burden on support leadership.
Challenge
Like many modern financial institutions, Marine CU faced increasing pressure to serve members quickly and accurately—without sacrificing service quality. Member expectations for real-time answers were rising, while the complexity of internal policies and regulatory requirements made it harder for frontline staff to respond without seeking help.
Marine CU needed a scalable solution to reduce information bottlenecks and empower staff with the tools they needed to deliver top-tier service—without overwhelming supervisors or slowing down calls.
Implementation
Marine CU launched CXplainAI with minimal lift from their internal IT team. CurrentWave AI handled the deployment and configured Single Sign-On (SSO), ensuring seamless access with automatic permission updates as roles changed. In the first year, Marine CU’s personnel used CXplainAI to answer over 30,000 questions!
CXplainAI’s responses continuously improve through in-app feedback and expert human training. In the first year alone, based on Marine CU feedback, the CurrentWave AI team completed over 2,100 tailored AI trainings and customizations, keeping the AI aligned with Marine CU’s evolving documentation and service standards.
The success of the implementation led Marine CU to expand the use of CXplainAI from their call center to their internal operations and all 16 branches—bringing the same speed and consistency to every corner of their service organization.
Conclusion
Marine Credit Union’s partnership with CurrentWave AI showcases the powerful impact of AI when thoughtfully integrated into customer service operations. By turning internal knowledge into an on-demand, conversational experience, Marine CU didn’t just speed up answers—they empowered their teams, reduced escalations, and improved service consistency across channels.
“CurrentWave AI has been a game changer for Marine CU. Our employees now find accurate answers in seconds, boosting both efficiency and member satisfaction.”
— Darrick Weeks, CEO, Marine Credit Union 2021-2024
The results speak for themselves—faster answers, confident employees, and happier members. This case is a strong example of how AI can support—not replace—humans in delivering exceptional service.
OUR IMPACT - SUCCESS STORIES
Implementing CurrentWave AI has been a game changer for Marine Credit Union, dramatically improving our daily operations. Our employees now find accurate answers for members in seconds instead of minutes. CurrentWave AI is one of the best enhancements we've made, saving us time and enabling faster, more efficient service for our members. We highly recommend their services to any credit union looking to transform their member experience and operations.
Darrick Weeks
CEO, Marine Credit Union
OUR IMPACT - SUCCESS STORIES
Partnering with CurrentWave AI positions us to elevate our member service and engagement to new heights. With their AI-driven solutions, we’re excited to serve our members even better and stay at the forefront of innovation in our industry.
Mark Hettinger
President & CEO, GFA Federal Credit Union
OUR IMPACT - SUCCESS STORIES
Working with the CurrentWave AI team has been a game-changer for us. Their AI knowledgebase tool is incredibly fast, delivering accurate answers from our documentation regarding policies, processes, and procedures. Our team can now get immediate and accurate answers when they need it, and this has significantly simplified our daily tasks. We highly recommend CurrentWave AI’s services to any credit union looking to transform their operations.
Robb White
CEO, IH Credit Union
OUR IMPACT - SUCCESS STORIES
Our experience with the CurrentWave AI team has been outstanding. Their solution has revolutionized our operations, with our employees actively using it daily. We were confident AI would be a game changer for us, but the results have been even better than expected. It has changed the way we onboard new employees, creating a much better learning environment. We highly recommend Pete and his team to any credit union seeking to enhance and streamline their work processes.
Beth Willis
AVP Operations, IH Credit Union
OUR IMPACT - SUCCESS STORIES
In a world full of AI vendors that manifest problems to say they solve them, CurrentWave AI tackles a real-world issue and does it exceptionally well.
Nathan Grossenbach
President & CEO, Shoreline Credit Union
