Serving account holders well should be about listening, understanding needs, and building trust. But for many financial institutions, frontline teams are forced to spend far too much time searching through policies, procedures, and internal systems just to answer simple questions.
In this recently published Credit Union Times article, we explore the hidden cost of information chaos and why it quietly undermines both staff productivity and account holder experience. The article also examines the growing reality of shadow AI inside institutions, where employees turn to public tools out of necessity, often without leadership visibility or appropriate safeguards.
Rather than banning AI or accepting inefficiency as the status quo, the piece outlines a more responsible path forward. One that equips staff with secure, institution-controlled AI knowledge assistants designed for regulated environments. When information is accessible, accurate, and properly governed, staff can stay present in conversations, resolve issues faster, and deliver the kind of confident, relationship-driven service account holders expect.
