We're still in the early days of generative AI, but those of us who embrace it now will be well-positioned for tremendous leaps in innovation and growth. Just like the internet faced initial skepticism around potential perils, generative AI is sparking some well-founded concerns. However, the GDP growth unlocked by pioneering the internet showcases the immense opportunities AI presents. We will find ways to overcome the challenges.

Bridging the Front Office-Back Office Divide

One key challenge generative AI can help solve is the back-office versus front-office tension that plagues many credit unions. Typically, frontline staff like branch and contact center employees are younger and less seasoned than the more tenured back-office (technical support) personnel. When members ask complex questions, the frontline staff often need to loop in the back office, creating friction and frustration for a generation accustomed to instant gratification. Generative AI offers a powerful solution by empowering frontline teams with access to the collective institutional knowledge, enabling them to quickly find answers without having to escalate basic inquiries.