Press Release

AmeriCU Credit Union Adds Voice Verification for Seamless Security

Seamless 24/7 Member Experience with Voice Authentication and Conversational AI Integration in Call Centers.

AmeriCU Credit Union, one of New York State’s largest full-service credit unions, has deployed Illuma Shield™ voice verification technology in their Member Contact Center to streamline both live agent and Interactive Voice Response (IVR) interactions. Posh AI, another CUSO partner, has also been integrated, providing their members with secure, 24/7 access to their accounts through telephone banking with conversational AI. This dual approach to digital transformation tackles the tough issues of high call volumes and fraud prevention with simple, effective solutions.

Combining IVR and Voice Verification: A Winning Strategy

Integrating the Illuma Shield™ voice authentication solution with Posh’s Voice Assistant enhances account security, reduces agent workload, and ensures a seamless member experience across both live agent and IVR interactions.

Ronald Belle, President and CEO of AmeriCU Credit Union, shared anticipation about the effects of this tech transformation: “We’re ensuring our members continue to receive the highest level of service and security with this powerful combination of technology solutions. The seamless integration process exceeded our expectations, and seeing the increase in operational efficiency as more members enroll has truly been rewarding. Our members have also shared enthusiasm for these improvements.”

According to Illuma Founder and CEO, Milind Borkar, “For credit unions across the U.S., ongoing high call volume and talent shortages have increased hold times, and fraudsters are relentless in their attempts to compromise account security. By creating a frictionless path for member verification, we can substantially reduce call handle times and significantly improve account security.”

Posh Co-Founder and CEO, Karan Kashyap, highlighted an added advantage: “The Posh Voice Assistant significantly reduces the burden on agents by enabling more members to access truly convenient self-service options. This eliminates the need to navigate complicated phone menus or face resolution delays from being transferred to an agent. With integrated voice verification, we ensure the same high level of security in every interaction.”

By integrating conversational AI and secure voice biometrics, tech-forward credit unions like AmeriCU can offer frictionless, secure access to member accounts around the clock. Members can self-serve with telephone banking, where they can call anytime to manage their account, or with a live agent during business hours to avoid lengthy security questions.

CUSO Investments Are Paying Off for Tech Savvy Credit Unions

Illuma and Posh are the first to co-develop the integration between voice authentication and conversational AI, focusing on the needs and use cases prevalent in credit unions. Unlike other solutions that are costly and difficult to deploy, this focused effort is right-sized for credit unions that need a quick, budget-friendly way to improve member experience, operational efficiency, and account security.

With member expectations for a seamless user experience higher than ever, it pays to be on the cutting edge of voice authentication and frictionless member service in the credit union call center. As part of the Curql investor group and supporter of Illuma, Posh, and other CUSOs, AmeriCU is committed to the continued development and availability of critical solutions like Illuma Shield™.

About AmeriCU Credit Union

As a credit union, AmeriCU is a not-for-profit financial institution owned by our members. Serving 24 counties in New York and beyond, AmeriCU provides you with all the products and services you need – often with low or no fees, and better rates. The organization has been serving the local community for over 70 years and, in that time, has grown to more than 164,000 members, 20 financial centers, and $2.7 billion in assets. AmeriCU is located in Central New York and is among the State’s largest, full-service financial cooperatives. For more information, visit www.AmeriCU.org. Equal Housing Lender – Federally Insured by NCUA – Membership Eligibility Required.

About Illuma Labs

Illuma Labs is a credit union service organization headquartered in Plano, Texas. The company’s flagship product, Illuma Shield™, replaces traditional knowledge-based authentication practices with an effortless and secure real-time voice authentication solution to enhance member experience, improve operational efficiency, and prevent fraud. Illuma Labs is the exclusive provider for CUNA Strategic Services and has industry endorsements in 34 U.S. states. For more information, visit https://illuma.cx.

About Posh Technologies

Posh AI is committed to democratizing access to banking and accelerating the responsible adoption of AI for financial institutions, transforming how they serve their communities and employees. Powered by our proprietary platform, Posh AI assistants empower frontline staff and transform customer interactions. Purpose-built for financial services, Posh’s AI spans voice, digital, and knowledge channels, offering conversational customer service, 24/7 self-service, and increased employee efficiency. Supported by top AI and financial institution experts, Posh’s solutions significantly enhance customer and employee experiences. Learn more about Posh at www.posh.ai and follow Posh on LinkedIn.