CS_Swoboda | BehaviourStudio

What if the decision is right, but the member still loses trust?

A experience for 12 credit union executives from Northern Ireland and the UK, hosted at CopperPot Credit Union.

A question bigger than the technology.

AI is changing what credit unions can do. But the question of what they should do is harder. Consider a member applying for a loan. An AI-supported system assesses their application and returns a decision. The technology has done its job. But what happens if the member doesn't understand the answer? Or needs someone to hear their circumstances? A decision can be technically correct and still damage the relationship. For credit unions, where personal relationships matter, that's a question worth spending time on. Swoboda Research Centre invited us to work with executives from its i4 Incubator, exploring the opportunities and challenges of AI for their organisations. Our job was to make that conversation useful.

Bright living room with modern inventory

A question bigger than the technology.

AI is changing what credit unions can do. But the question of what they should do is harder. Consider a member applying for a loan. An AI-supported system assesses their application and returns a decision. The technology has done its job. But what happens if the member doesn't understand the answer? Or needs someone to hear their circumstances? A decision can be technically correct and still damage the relationship. For credit unions, where personal relationships matter, that's a question worth spending time on. Swoboda Research Centre invited us to work with executives from its i4 Incubator, exploring the opportunities and challenges of AI for their organisations. Our job was to make that conversation useful.