Practical thinking and the latest trends on agentic AI, contact center strategies, banking AI, fraud prevention, and member experience — written for credit union and community bank leaders. 264+ articles and counting.
About 55% of federally insured credit unions ended 2025 with fewer members than they started the year with. That’s not a growth problem – it’s a retention problem. And the members walking out…
“Agentic AI” is the most-pitched phrase in banking technology right now. Every vendor claims it, few define it the same way, and the demos all look impressive. For the leaders actually signing the…
There’s a stat that gets used to argue members will never accept AI: 80% of consumers who use a banking chatbot walk away more frustrated than when they started. Nearly the same share…
Your most experienced service reps – the ones who can de-escalate an angry caller, catch a fraud pattern, or talk a customer through a hardship – are spending a big chunk of their…
Agentic AI is one of the fastest-moving shifts in enterprise technology in decades. The market is projected to grow from $2.1 billion to $81 billion by 2034 – and financial services is at…
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Members and customers aren’t leaving. They’re just… spreading out. It’s a pattern that doesn’t show up in attrition reports, doesn’t trigger a churn alert, and doesn’t prompt an exit interview. But it’s costing…
70% of banking firms are already using agentic AI in some capacity. Fewer than 12% describe their governance strategy as well-defined and resourced. For credit unions and community banks actively planning a deployment,…
There’s a comforting story making the rounds in banking right now: that generative AI is inherently unsafe for member- and customer-facing channels, and that the prudent move is to keep AI in a…
Every CCaaS platform on the market – from legacy incumbents to AI-native startups – is built on the same binary assumption: either the AI handles the call, or a human does. When AI…
Ask any VP of Contact Center Operations what keeps them up at night, and staffing is almost always in the top three. Not just hiring — keeping people once you’ve trained them. The…
A member calls to move money between accounts. Your AI answers. It tells her the balance. It confirms that yes, transfers are something the credit union offers. It suggests she log into online…
In a CUInsight webinar featuring Navigator Credit Union and Red Rocks Credit Union, the conversation focused on what AI in the contact center looks like in production—not in pilots or theory, but at…
Collections leaders at credit unions face a constant tension: you need to engage delinquent members earlier – when cures are still likely – but every outreach attempt carries reputational and regulatory risk. At…
Collections officers at credit unions and community banks live in a constant balancing act: cure delinquency early enough to protect the portfolio, but do it in a way that protects the relationship. The…
The first wave of AI in banking was built around automation. Its goal was straightforward: reduce manual workload, streamline repetitive tasks, and improve efficiency inside the contact center. For credit unions and community…
Credit unions have always differentiated on relationships. Personal service isn’t a marketing message – it’s an operating model rooted in trust, familiarity, and community presence. But maintaining that model is becoming more difficult….
Securityplus Federal Credit Union took a practical approach to AI. As contact center demand increased, leadership focused on a simple question: which work truly requires a human, and which does not? By using…
There’s a long-standing assumption in financial services that AI is “for younger generations” – that older members are resistant to new technology and prefer traditional, human-only service models. But real-world adoption is beginning…
In 2026, saying “We’re not ready for AI” is like saying “We don’t need the internet” in 2000. It’s not a strategic stance – it’s a signal that the world is moving faster…
In the rush to adopt generative AI, financial institutions have discovered a sobering reality: General-purpose AI is a liability in a regulated environment. While a standard Large Language Model (LLM) might confidently offer…
For years, financial institutions have heard big promises about AI – smarter service, lower costs, faster resolution. But the tools never fully delivered. Early “AI” was really just chatbot logic wrapped in marketing…
In today’s market, your Voice AI and chatbot systems are the frontline of your member experience. A modern member expects a precise, contextual answer in seconds, not a link to a generic webpage….
For years, people were right to be skeptical about AI in banking. Early automation was rigid, scripted, and anything but personal. It did make service feel less human. But 2026 is a different…
About interface.ai Founded in 2015 in California by Srinivas Njay (a former banker and ex-Microsoft) and Bruce Kim (AI veteran with 25+ years in enterprise systems), interface.ai was built with a singular focus:…
For years, “self-service” has been the north star for digital banking. IVR menus. Mobile apps. FAQ pages. Basic chatbots. These tools were meant to give members and customers independence – a way to…
For years, call centers in banking have been viewed as essential but expensive – a necessary function that supports customers but is difficult to scale without adding more people, training, and cost. As…
Credit unions already live in production report higher self-service, faster resolution, and stronger member satisfaction. San Jose, California – November 18, 2025 — interface.ai today announced BankGPT, the industry’s first agentic AI platform…
For a decade, community banks and credit unions have asked the same question in different words: How do we deliver great service at scale without losing who we are? Most “AI” answers have…
For Securityplus Federal Credit Union, great member service has always been the foundation of growth. But as call volumes increased and member expectations rose, the team realized that delivering personal, high-quality support required…
