Executive Summary
The launch of ChatGPT marked a pivotal moment in changing how businesses perceive the role of Generative Artificial Intelligence (GenAI). Overnight, the tool demonstrated its potential to transform operations and customer experiences across every industry. Today, consumers expect personalized and efficient services in all sectors due to the rapid adoption of GenAI. The credit union industry is no exception in terms of GenAI's potential to positively impact member growth and drive operational efficiency.
The following report outlines the lab* at Filene's journey to explore and test Senso's platform effectiveness and to help answer the following questions:
- How can AI support credit union back-office efficiency?
- Does AI-based insights drive increased credit union effectiveness and efficiency?
- Does the use of GenAI improve member satisfaction and/or call sentiment?
Credit Union Implications
For credit unions, adopting AI is not just about keeping up with technology trends; it's a strategic imperative. By integrating GenAI tools, credit unions can provide their members with tailored solutions that meet individual needs. This approach is essential for remaining relevant in a competitive economic landscape and fostering long-term, loyal member relationships. Download the full report to see the findings from three credit union case studies that utilized the power of GenAI to better identify and quickly resolve member issues through their call center experience.
Thank you to Senso, Credit Union 1, ELGA CU and Rize CU for their support throughout this test.
