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chatbot use Source: Shutterstock.

“Human touch” has long been a pillar of the credit union industry, but the rise of robot-guided chatbots could soon redefine what it means for members to engage with their credit unions – and even what kind of engagement options credit unions provide in the first place.

Few credit unions use chatbots right now, but data suggested that the tide is changing in favor of credit union chatbots. A recent Salesforce survey of 3,500 customer service professionals, for example, found that 53% of service organizations expect to use chatbots within 18 months, which is a 136% growth rate.

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Tina Orem

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