Global Credit Union Implements People-First Automation to Enhance Banking Operations

What's Happening?

Global Credit Union, a $12 billion financial institution, is advancing its digital banking operations under the leadership of Lori Moore, Senior Vice President of Technology Engineering. The credit union is leveraging AI and automation technologies to improve service for its 770,000 members worldwide. Moore's approach, termed 'people-first automation,' focuses on augmenting human capabilities rather than replacing workers. This strategy has resulted in significant productivity gains, including a robotics program that generated $250,000 in value last year, with expectations to double this figure by 2025. Additionally, the AI operations program has saved 62,000 hours and performed 381,000 automated actions in 2025 alone, handling routine tasks that would otherwise require substantial staff time.

Why It's Important?

The implementation of people-first automation at Global Credit Union highlights a significant shift in how financial institutions can leverage technology to enhance service delivery while maintaining the human element crucial to customer interactions. By focusing on augmenting rather than replacing human workers, the credit union is able to improve efficiency and service quality, which can lead to increased member satisfaction and loyalty. This approach also reflects the cooperative structure of credit unions, where surplus value is returned to member-owners rather than external shareholders. The reduction in context switching and the ability to provide proactive service are key benefits that can set a precedent for other financial institutions aiming to balance technological advancement with human-centric service.

What's Next?

As Global Credit Union continues to expand its automation initiatives, the focus will likely remain on enhancing member experience and operational efficiency. The anticipated doubling of value from the robotics program by 2025 suggests ongoing investment in and refinement of these technologies. Other financial institutions may observe and potentially adopt similar strategies, particularly as the benefits of reduced operational costs and improved service become more apparent. The credit union's success could also influence broader industry trends towards integrating AI and automation in a way that complements human workers.

Beyond the Headlines

The ethical implications of automation in financial services are significant, as the industry grapples with the balance between technological efficiency and job preservation. Global Credit Union's approach may serve as a model for ethical AI deployment, emphasizing the enhancement of human roles rather than their elimination. This strategy could foster a more sustainable and socially responsible path for technological integration in the financial sector.