Key Takeaway
Global Credit Union, a $12 billion institution, is leveraging AI and automation to enhance services for its 770,000 members. Led by Lori Moore, Senior VP of Technology Engineering, the focus is on “people-first automation,” which augments human capabilities rather than replacing them. This strategy has generated $250,000 in value through robotics and saved 62,000 hours by automating routine tasks. The integration platform processes 300 million transactions annually, returning $1.2 million in value to members. By streamlining member interactions and proactively addressing issues, the credit union has reduced service calls by 26%, allowing staff to focus on more complex member needs.
Global Credit Union demonstrates that scale and vision are essential for driving digital innovation. The US$12bn financial institution is implementing AI and automation technologies to better serve its 770,000 members globally.
Lori Moore, Senior Vice President of Technology Engineering at Global Credit Union, spearheads this transformation with a unique philosophy. Instead of pursuing technology for its own sake, she advocates for what she terms “people-first automation.”
She joined Global Credit Union in an enterprise architecture role, initially with limited knowledge of the credit union sector. Now, she thrives in a financial environment she is passionate about, leveraging her technical expertise to create value. “Here, we are utilizing these remarkable technologies for the benefit of our members,” she states. “It’s grounded in enhancing the member experience and transforming lives. I take pleasure in using my skills for good.”
Enhancing rather than replacing human services
Lori’s perspective on AI focuses on augmenting human capabilities rather than replacing employees. Her automation initiatives have produced measurable outcomes while maintaining the essential human element in financial services.
For instance, the credit union’s robotics program alone has generated US$250,000 in value over the past year—a figure Lori anticipates will double in 2025 as automation spreads throughout operations.
Her integration platform, built on Salesforce’s MuleSoft technology, processes 300 million transactions each year, delivering US$1.2m in value back to the credit union, which is directly passed on to members.
This philosophy embodies the cooperative structure that characterizes credit union operations, where surplus value is returned to member-owners instead of external shareholders.
Additionally, Global’s AI operations program has saved 62,000 hours while executing 381,000 automated actions in 2025 alone. These systems manage routine tasks that would otherwise take up significant staff time. The automation strategy aims to reduce context switching—the productivity loss caused by frequently changing tasks. Lori believes that humans struggle with context switching, despite common assumptions to the contrary.
“Automation can provide context to member service centre specialists by supplying them with information about the member,” she explains, providing an example. “It eliminates the ‘please hold on while I pull up your record’ delay. The 10 seconds spent waiting for someone to locate your information? You can actually have that data ready and displayed on your dashboard instantly.”
In addition to pre-filling member information on service representatives’ dashboards, the systems can even identify potential issues before members raise them, facilitating proactive rather than reactive service.
“It also enables us to deliver information directly to our members,” she continues. “In our member service centre, we automatically provide pending transactions and current balances to our members using this technology, which has reduced the volume of calls to our member service centre by 26%. This is a substantial amount, equivalent to freeing up seven people to focus on resolving issues that require personal assistance.”
