How Credit Unions Can Reduce Costs and Stop Fraud with AI and Voice Biometrics

Credit unions are at a crossroads. On one hand, members expect fast, seamless, and digital-first service. On the other, the cost of running contact centers continues to rise, while fraud and impersonation scams surge at alarming rates.

The numbers speak for themselves:

• U.S. consumers lost $12.5 billion to scams in 2024, a 25% increase in just one year.
• Impersonation scams against older adults are growing 4x faster than other fraud types.
• By 2029, 80% of customer queries will be resolved autonomously by AI (Gartner).

For credit unions, this means one thing: the voice channel must be both secure and efficient. Without the right balance, rising fraud costs and member dissatisfaction can erode trust and profitability.

The Challenge for Credit Unions

• Rising fraud exposure : Criminals are exploiting new technologies to bypass weak authentication methods.
• Escalating operational costs: Every live-agent call is expensive, draining resources that could be invested in member services.
• Shifting member expectations: Members want faster, more natural self-service options without feeling like they’re speaking to a machine.

Credit unions must solve these challenges without losing the human connection that makes them trusted financial partners.

Results That Matter

✅ 30–50%+ cost savings within three years

✅ Savings scale with call volume as more members self-serve

✅ Fraud prevention built in by securing the voice channel

✅ Faster ROI through Connex’s proven deployment and day-2 support

This isn’t just about cutting costs. It’s about building member trust at every interaction, while ensuring your contact center is ready for the future of AI-driven engagement.

Why Connex Is the Right Partner for Credit Unions

Connex has been a trusted partner to credit unions across North America for more than 30 years. Our expertise lies in bringing together the best technologies and making them work seamlessly in real-world environments.

With Connex, credit unions gain:

• Deep industry expertise | Proven track record supporting member-first organizations.
• Integration excellence | Bridging multiple platforms into one unified, scalable CX ecosystem.
• Certified partnerships | Trusted relationships with leading AI and security providers.
• White-glove managed services | Personalized support, proactive monitoring, and ongoing optimization.

We don’t just implement technology, we make transformation real and sustain it.

Reimagining the Member Experience

By leveraging AI, voice biometrics, and intelligent automation, credit unions can:

• Authenticate members instantly and securely
• Prevent fraud before it reaches an agent
• Deliver seamless, human-like self-service
• Reduce costs while scaling efficiency
• Strengthen trust with every call

This is how credit unions stay competitive, defend against fraud, and give members the service they deserve.

Ready to Transform Your Contact Center?

With Connex, you can unlock 30–50%+ savings, secure every voice interaction, and build a foundation of trust for the future.

👉 Book a discovery call with Connex today to see how your credit union can reimagine member engagement.

‍