Idaho Central Credit Union (ICCU) has long prided itself on staying ahead of the curve with new technologies, and Artificial Intelligence (AI) is no exception. As an early adopter, the credit union has implemented AI in ways that improve member experiences, bolster security, and provide valuable information and automation to team members. “Like many other technology-forward companies, we leverage AI for data analysis to better understand our members’ needs, fraud detection and prevention, providing better customer service by providing AI chat capabilities for members, and more,” said Michelle Young, Senior Product Manager at ICCU.
There, automation remains a central focus. By performing repetitive, time-consuming tasks, such as scanning documents, summarizing information, pre-filling applications, and even helping employees draft documents or conduct research, team members are able to concentrate on more meaningful, human-centered work.
Still, AI isn’t always the right tool. “Sometimes, other options are more efficient and effective. As technology evolves, we may see a shift towards more opportunities in the future. However, it’s important to consider costs, technical limitations, and other factors when implementing AI solutions,” said Young.
AI is also helping ICCU keep pace with rapidly changing markets. By analyzing vast amounts of data in real time, AI identifies trends and market shifts faster than traditional methods. That insight helps ICCU make informed decisions and respond quickly without requiring advanced technical skills from every staff member. “Non-technical people can now ask questions and receive insightful responses without needing to use coding or other scripting techniques,” Young said.
Members, too, are exploring the benefits of AI, particularly in managing budgets or planning finances through tools like chatbots or virtual assistants. But ICCU recognizes that not everyone is comfortable with these advances. Young emphasizes the need to find a balance that ensures team members continue to provide support and education to help customers take advantage of AI’s strengths, while also respecting their comfort levels.
For customers, AI’s ability to increase security helps alleviate resistance to the technology. “As AI technology advances, fraud attempts are becoming more sophisticated and human-like, making them harder to detect without advanced technology,” said Young. “We are closely monitoring these trends and investing in AI-driven solutions to stay ahead of potential threats.”
Of course, the adoption of AI comes with challenges, including cost, trust, and training. Not everyone is ready to change the way they work, and customers may be resistant. And all of this is made more difficult by the constantly evolving nature of technology. “It can be challenging to work through the marketing hype and identify what will truly add value,” she said.
Through all of this, human oversight remains essential, stressed Young. Whether it’s checking for bias in machine learning models or monitoring chatbot accuracy, ICCU keeps people in the loop. “As AI technology evolves rapidly, it is essential to ensure that advanced analytics and machine learning models are assessed for biases that could lead to unfair or discriminatory outcomes. Human intervention helps maintain ethical standards and fairness in AI applications,” she said. “Human oversight ensures that these errors are identified and corrected, maintaining the quality and reliability of AI systems.”
Looking ahead, ICCU sees a future where AI will do even more—helping members reach their financial goals more efficiently and personally. But no matter how advanced the technology gets, the credit union remains committed to thoughtful, ethical, and human-centered innovation.
