CU Copilot is an artificial intelligence-driven financial services manual implemented throughout One Nevada Credit Union, replacing the company’s outdated manual system that relied on old-fashioned links. The company notes that the development of this program was a significant and complex undertaking that involved the collaboration of numerous teams, each contributing their expertise to create a tool that benefits the entire credit union, enhancing efficiency, accuracy, and overall effectiveness.
Program Details
Utilizing AI technology, this enhancement rapidly processes large quantities of information, equipping staff with the most current and accurate policies and procedures, along with the latest product benefits and features while helping members. CU Copilot is integrated within the company’s intranet site, where it combines the power of AI with One Nevada’s internal resources, creating an intuitive tool for staff members.
While initially developed as an AI-driven version of One Nevada’s old financial services manual, CU Copilot now serves as a comprehensive resource, swiftly providing staff with up-to-date policies, procedures, and details about the credit union’s products and services. New products and services are added as they become available. The dedicated team responsible for inputting data into CU Copilot continues to ensure that the system remains current and relevant. The CU Copilot team has evolved from a relatively new team within the credit union to a well-established and permanent fixture.
CU Pilot ensures the One Nevada team now has quicker access to the most relevant information for members, ensuring their needs are met promptly and effectively. The use of AI has transformed the way One Nevada employees interact with data, enabling them to provide personalized and timely support to members like never before.
To ensure the ongoing effectiveness of CU Copilot, One Nevada implemented an evaluation process that is user-friendly and intuitive. This allows staff members to provide valuable feedback after each use, facilitating continuous assessment of the program’s speed, accuracy, and ease of understanding. Through this feedback mechanism, One Nevada can consistently enhance the program, meeting the needs of its staff and boosting their productivity.
Results
All 188 employees in 27 departments were trained to use CU Copilot proficiently. The technology has helped One Nevada net 130 new members a month in the last year—putting it on track to hit its goal of increasing membership by 2 percentage points in the year—and generated higher statisfaction ratings among newer members.
