From two minutes of searching
to 4.24 seconds.
How a $1 billion credit union gave 35 call center agents instant, sourced answers, then took it to all 16 branches.
Overview
Marine 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.
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 give staff the tools they needed to deliver top-tier service, without overwhelming supervisors or slowing down calls.
Solution
Marine CU partnered with CurrentWave AI to implement CXplainAI, now called CurrentWave Portal, a knowledge assistant built to deliver fast, accurate answers to employee questions about policies, procedures, and internal processes. It was deployed in the call center with approximately 35 users, with the goal of dramatically reducing lookup time and eliminating unnecessary escalations.
Unlike a traditional knowledgebase, the Portal lets employees ask questions in plain English and receive trusted, verified responses in seconds. The system was customized to reflect Marine CU's internal workflows, processes, and terminology, so every answer reads as though it came from inside the credit union.
Implementation
Marine CU launched the Portal with minimal lift from their internal IT team. CurrentWave AI handled the deployment and configured Single Sign-On, ensuring seamless access with automatic permission updates as roles changed. In the first year, Marine CU's personnel used the Portal to answer over 30,000 questions.
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 trainings and customizations, keeping the AI aligned with evolving documentation and service standards.
The success of the implementation led Marine CU to expand the Portal from the call center to internal operations and all 16 branches, bringing the same speed and consistency to every corner of their service organization.
Results & benefits
The impact was immediate and measurable. Within just four months of implementation:
- Average answer speed dropped to 4.24 seconds, compared to the 2 to 3 minutes it previously took to locate information manually.
- 60% reduction in supervisor escalations, as frontline staff found answers independently.
- Improved member service, higher employee confidence, and a lighter load on support leadership.
CurrentWave AI has been a game changer for Marine CU. Our employees now find accurate answers in seconds, boosting both efficiency and member satisfaction.
Faster answers, confident employees, happier members.
Marine Credit Union's partnership with CurrentWave AI shows what happens when AI is thoughtfully integrated into 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.
The results speak for themselves. This is a strong example of how AI can support, not replace, the people who deliver exceptional service.
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