Using AI to enhance your credit union workflow: A practical guide

Staring at a blank screen, unsure where to start on a project, whether it's a presentation, a member communication, or a training module, is a challenge many credit union professionals face. AI tools are transforming how work is done, offering practical assistance for a wide range of tasks while helping us work more efficiently. But if you’re looking to implement these new tools, it’s important to know their limits and to trust you and your credit union’s expertise as well.  

Here are some tips and best practices for using AI effectively while maintaining the quality, accuracy, and personal touch your members and staff deserve.

Critical considerations before adopting AI tools

Data privacy: Only use AI tools that your IT department has vetted. Many AI models train themselves on user inputs, which could expose proprietary member information or confidential credit union data. Work with tools that guarantee your data remains private. Always check with your IT and compliance teams before introducing new AI tools into your workflow.

Strategic decision offloading: There's real risk in becoming over-reliant on AI. If you accept whatever it suggests without critical evaluation, you're letting the tool make decisions that should be yours. You know your members and your credit union best—trust that knowledge. Use AI to support your decisions, not make them for you.

Hallucinations and misinformation: This is perhaps the most serious concern. AI can confidently present false information, create fake citations, or mix up concepts from different fields entirely. Always verify AI-generated information before using it, especially for:

• Regulatory or compliance information
• Financial advice or calculations
• Member communications
• Policy explanations
• Any content that could impact member trust or credit union operations

Without proper verification, misinformation can spread quickly and damage your credibility. Words need to mean things. You're not just pushing symbols around—your communications must be meaningful, verified, and accurate.

Maintaining your credit union's voice

AI doesn't understand your credit union's unique culture, values, or the relationships you've built with your community. Every piece of AI-generated content needs human review to ensure it reflects your institution's personality and commitment to your members. Generic, corporate-sounding communications can erode the personal connection that sets credit unions apart.

Where AI can help in your daily work

AI tools excel at several types of tasks that credit union staff encounter regularly:

Drafting and refining communications: Need to write a member email, policy update, or internal announcement? AI can help you generate a first draft or refine your messaging for clarity and tone.

Research and information gathering: Quickly summarize lengthy documents, extract key points from reports, or gather background information on industry trends.

Data analysis and pattern recognition: Identify trends in member feedback, analyze survey responses, or spot patterns in operational data.

Technical troubleshooting: Get step-by-step guidance for software issues, code recommendations, or help navigating complex systems.

Mundane, repetitive tasks: Automate routine work like removing backgrounds from photos, formatting documents, or organizing information.

Crafting effective prompts

The key to getting useful output from AI is providing clear, structured prompts. Here's how to break it down:

1. Establish broad context: Tell the AI what you're doing overall and your role
2. Explain the specific content: What topics or issues are you addressing?
3. Identify your audience: Who will receive or use this information?
4. Make your request: What specifically do you want the AI to produce?

For example: "I'm a compliance officer at a credit union. I need to create a member-facing explanation of our new account verification procedures. Our members are general consumers, not financial experts. Can you help me draft a clear, friendly explanation in plain language?"

Don't be afraid to give feedback and refine the output. If the AI's tone is too formal, too casual, or includes unnecessary elements, just ask it to revise. The goal is to get a usable starting point that you can then customize for your specific needs.

Example: Streamlining training content creation

One area where AI has proven particularly valuable is in learning and development. Creating training content from scratch can be especially intimidating, but AI can assist at multiple stages:

Scriptwriting support: Utilize AI for targeted assistance, such as creating course outlines from interview transcripts, generating scenario ideas for realistic practice situations, or developing dummy answers for multiple-choice questions. However, every script must be reviewed by both those implementing it and the subject matter expert to ensure accuracy and appropriate tone.

Course development tools: AI voice acting can be useful for courses that need frequent updates, like annual compliance training.  

Want more details on using AI in training development? Check out this free webinar with real world examples.

Understanding AI's strengths and limitations

AI truly shines at:

• Mundane, repetitive work that takes time but doesn't require judgment
• Pattern recognition in text and data
• Technical recommendations and troubleshooting guidance
• First drafts that you can refine and personalize

However, AI struggles with:

• Creative work: It can't be genuinely creative because it's based on statistical probabilities from historical data
• Cultural understanding: AI won't know your credit union's values, terminology, or member relationships
• Nuanced judgment: AI lacks the context to make strategic decisions about what's best for your specific situation
• Emotional intelligence: Understanding member needs, staff dynamics, or sensitive situations requires emotional insight

Remember: Your credit union's success depends on authentic relationships and trusted expertise. AI is a tool to help you deliver that more efficiently, not a replacement for the personal touch that makes your credit union special.

Getting started: Practical next steps

1. Talk to your IT department about which AI tools are approved for use and what data privacy guidelines you need to follow
2. Start small with low-risk applications like drafting internal emails or organizing information from meetings
3. Experiment with prompts to learn what works best for your specific needs
4. Always review and edit AI output before using it—treat it as a first draft, not a final product
5. Share learnings with your team about what's working and what isn't
6. Stay informed about new tools and capabilities as the technology evolves

When used mindfully, AI can be a powerful assistant in your daily work at the credit union. It helps overcome blank page syndrome, speeds up repetitive tasks, and provides structure when you need a starting point.

But AI should never replace your critical thinking, your understanding of your members, or your verification processes. Use it to enhance your work, not to do your work for you.

The goal isn't to eliminate the human and personal element from credit union operations. It's to use AI strategically so you can focus your creativity, relationship skills, and community knowledge where they matter most: serving your members and strengthening your credit union's mission.