What's Happening?
Global Credit Union, a $12 billion financial institution, is leveraging artificial intelligence and automation technologies to improve services for its 770,000 members worldwide. Under the leadership of Lori Moore, Senior Vice President of Technology Engineering, the credit union is focusing on 'people-first automation' to enhance rather than replace human services. Moore's approach has led to significant advancements, including a robotics program that generated $250,000 in value last year, with expectations to double this figure in 2025. Additionally, the integration platform processes 300 million transactions annually, returning $1.2 million in value to members. The AI operations program has saved 62,000 hours and performed 381,000 automated actions in 2025, reducing the need for staff to perform routine tasks.
Why It's Important?
The implementation of AI and automation by Global Credit Union highlights a significant shift in the financial services industry towards enhancing customer experience while maintaining human interaction. By focusing on automation that supports rather than replaces human workers, the credit union is able to improve efficiency and service quality. This approach not only benefits the members by providing faster and more accurate services but also allows employees to focus on more complex tasks that require human intervention. The financial gains from these technologies are reinvested into the credit union, benefiting member-owners rather than external shareholders, which aligns with the cooperative structure of credit unions.
What's Next?
As Global Credit Union continues to expand its automation initiatives, it is likely to see further improvements in operational efficiency and member satisfaction. The ongoing development of AI technologies will enable the credit union to offer more proactive services, potentially reducing the need for member service calls by 26%. This shift will allow staff to address more complex member issues, enhancing the overall service experience. The credit union's success may serve as a model for other financial institutions looking to integrate technology in a way that complements human capabilities.
Beyond the Headlines
The ethical implications of AI in financial services are significant, as the technology must be implemented in a way that respects member privacy and data security. Global Credit Union's approach to automation, which emphasizes enhancing human roles rather than replacing them, addresses some of these concerns by ensuring that technology serves to support human workers. This strategy may influence broader industry practices, encouraging other institutions to adopt similar people-first approaches to technology integration.
