Inside Affidian Credit Union’s AI Story – Elevating Member Experience & Frontline Efficiency

Discover how Affidian Credit Union leveraged AI-powered member service to improve support, boost efficiency, and scale for future growth.

In a recent webinar with interface.ai, Affidian Credit Union partnered with interface.ai to share how artificial intelligence (AI) is transforming member engagement in the banking industry. 

Christine Wiley, President and CEO of Affidian Credit Union, walked through their AI implementation journey, highlighting the challenges they faced, the reasons for selecting interface.ai, and the lasting benefits for both employees and members.

Key Takeaways from the Webinar

1. Addressing member service challenges proactively with AI

Affidian Credit Union, formerly Rocky Mountain Law Enforcement Federal Credit Union, struggled with growth due to its narrow law enforcement focus. After expanding its charter in 2022 to include state and local government, it rebranded as Affidian, launching the new name on March 31, 2025. Since then, membership has reached an all-time high. With just a four-member contact center, Affidian turned to AI automation to scale support, reduce wait times, and deliver a consistent member experience as they grew.

“As we prepared for growth and a rebrand, we knew we had to be proactive. With a lean contact center team, scalability was critical. AI gave us a consistent and efficient way to support our members whether in the branch or online without waiting for issues to arise.”
– Christine Wiley, President and CEO, Affidian Credit Union

2. Selecting the right AI partner for credit union digital transformation

Affidian’s team turned to interface.ai after extensive vendor evaluations, including demos and references. What set interface.ai apart was its:

• Proven track record in the financial industry
  
• Out-of-the-box, banking-specific AI capabilities
  
• Deep post-sale support and partnership mindset
  

“We want to be a good customer and a strong voice for interface.ai, because you’ve been such a great partner to us. It feels like a truly mutual and rewarding relationship.”
– Christine Wiley, President and CEO, Affidian Credit Union

3. Integrating seamlessly with core banking systems

Successful AI deployment in credit unions involves more than just installing technology; it requires strategic integration and close collaboration across departments. Affidian embedded interface.ai’s platform into its Symitar core enabling frontline access within existing systems.

“You have to identify how big of a priority this is as an organization and put the required resources necessary to get there. It has been a great project.”
– Christine Wiley, President and CEO, Affidian Credit Union

4. Best practices for implementing AI in credit unions

Christine Wiley shared essential advice for financial institutions considering AI:

1. Secure early buy-in – Bring stakeholders into the conversation early
   
2. Build the right internal team – Include cross-functional roles: IT, digital and leadership
   
3. Choose the right AI partner – Look for a vendor with industry experience and long-term support
   
4. Communicate & stay committed – Maintain active communication and continuous optimization post-launch
   

“We are months and months in and the commitment is as strong today as it was even at the kickoff.”
– Christine Wiley, President and CEO, Affidian Credit Union

5. Empowering credit union employees with Frontline AI assistants

Before implementing AI, Affidian employees struggled with fragmented resources and inconsistent answers. Their new AI-powered Frontline Assistant now provides instant, accurate responses through direct integration with Jack Henry—reducing frustration and boosting employee confidence. As detailed in our blog How Employee Agent Assist Empowers Credit Unions and Community Banks, this approach leads to faster resolution times and greater service consistency.

“It’s night and day. The staff love it. It eliminates frustration and makes them feel empowered.”
– Christine Wiley, President and CEO, Affidian Credit Union

Wrap-up: AI in credit unions is a strategic advantage

Affidian Credit Union’s forward-thinking approach to AI in member services demonstrates the power of preparation and partnership. By addressing service scalability before it became a problem, they now enjoy greater operational efficiency, better employee satisfaction, and a member experience that’s built to grow with them.

Interested in how interface.ai can transform your credit union or bank with conversational AI and automation?

Watch the webinar replay and explore what your institution can achieve with the right AI partner.