Southland Credit Union partners with to significantly enhance member experiences & operational efficiencies by offering an intelligent virtual assistant

LOS ALAMITOS, CA (August 27, 2021) — Southland Credit Union, a $1 billion California credit union serving over 60,000 members, will offer 24×7 personalized support to all its members with’s award-winning Intelligent Virtual Assistant (IVA).

The IVA will be initially available through Southland’s website and will enable its members to instantly find answers to their questions 24/7. With this increased capability and efficiency, Southland will also be able to provide personalized support to members in need, enhancing the overall member experience.

“Our members will be able to use the IVA to get quick answers to their queries, and it will help us provide an avenue for our members to get instant 24/7 service. IVA also helps us by freeing up our staff bandwidth to provide a more tailored experience,” said Matthew Herrick, Senior Vice President Marketing & Financial Services, Southland Credit Union.

On the technology and the timing of the project, Matthew Herrick said, “There has been a significant rise in our call volumes and this impacted the wait times and abandonment rates in our call center. We were looking for a solution that would help us resolve these member support bottlenecks.’s solution will help us overcome these bottlenecks and ultimately enable us to offer superior member service.”

On the partnership with, Matthew Herrick said, “ provided a more advanced AI solution compared to other vendors we evaluated. It was crucial for us to know that the IVA gets smarter during the process and we liked the user-friendly nature of’s solution – even understanding the same question even when asked in different ways. We believe that partnering with will enable us to benefit from the technology both now and in the long term.”

Michelle Ratzlaff, AVP of Marketing, Southland Credit Union added, “We are impressed with the quality of the AI technology that provides and its potential to scale seamlessly.”

Srinivas Njay, Founder and CEO of, adds, “The pandemic has made member behavior on call centers permanent. There is a sustained increase in call center traffic, in the order of 30 – 40% on average, across financial institutions. This increased traffic has resulted in increased wait times & abandonment rates leading to poor member experience. We believe implementing Intelligent Virtual Assistants is the only way for most financial institutions to offer timely support, provide personalized service to members at scale and manage operations efficiently. We are excited to partner with Southland Credit Union and enable them to improve their service levels, engage better with their members, and also seamlessly onboard new members.”

About Southland Credit Union

Southland Credit Union is a $1.1 billion credit union that serves more than 63,000 Members in Orange and Los Angeles Counties. Branch locations are in Los Alamitos, Carson, Downey, Long Beach, on the Long Beach State campus, the Los Angeles Federal Building, Santa Monica, and St. John’s Health Center.

Operating as a not-for-profit financial cooperative, Southland is dedicated to providing our Members with exceptional, comprehensive and innovative financial solutions, delivered with uniquely personal Southland service. For more information, visit

About provides an out-of-the-box Intelligent Virtual Assistant that acts as a “personal banking teller” to help members 24×7 through every step of their journey from being a prospect to achieving financial wellness.’s Intelligent Virtual Assistants currently power several Banks and Credit Unions across the world. For more information, please visit 


Matt Herrick
SVP Marketing & Financial Services
Southland Credit Union

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