Key Takeaway
Global Credit Union, a $12 billion institution, is leveraging AI and automation to enhance service for its 770,000 members. Led by Lori Moore, Senior VP of Technology Engineering, the focus is on “people-first automation,” which aims to augment rather than replace human roles. This approach has generated $250,000 in value from robotics and saved 62,000 hours through automated actions. Their integration platform processes 300 million transactions annually, returning $1.2 million to members. By streamlining operations and providing proactive service, the credit union enhances member experience while maintaining essential human interactions.
Global Credit Union is demonstrating 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 having little knowledge of the credit union sector. Now, she thrives in a financial environment she loves, leveraging her technical skills to create value. “Here, we are utilizing these incredible technologies for the benefit of our members,” she states. “It’s all about enhancing the member experience and making a difference in lives. I take pleasure in using my skills for good.”
Enhancing rather than replacing human services
Lori’s perspective on AI focuses on enhancing human capabilities rather than replacing employees. Her automation initiatives have produced measurable results 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 expands 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 then passed directly 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 require significant staff time. The automation strategy aims to reduce context switching—the productivity loss caused by constantly shifting between different tasks. Lori believes that humans struggle with context switching, despite commonly thinking otherwise.
“Automation can provide context to member service center specialists by supplying them with information about the member,” she clarifies, providing an example. “It means you don’t have that ‘please hold on while I pull up your record’ moment. The 10 seconds of waiting for someone to locate you in the system? You can actually retrieve that information instantly and have it ready on your dashboard.”
In addition to pre-populating member information on service representatives’ dashboards, the systems can even identify potential issues before members raise them, enabling proactive rather than reactive service.
“It also allows us to deliver information directly to our members,” she adds. “In our member service center, we automatically provide pending transactions and current balances to our members using this technology, reducing the number of calls to our member service center by 26%. That’s a significant amount, equivalent to freeing up seven people to focus on solving problems that require personal assistance.”
