Municipal Credit Union Builds In-House AI Chatbot

Municipal Credit Union is developing its own artificial-intelligence chatbot as financial institutions look to automate customer service while retaining greater control over their data and product knowledge. An in-house system could be tailored to the credit union’s offerings and member needs more closely than a general-purpose tool, while creating a foundation for broader use of generative AI across service operations.

The New York-based credit union expects to launch the first version within six to 12 months, though it has not disclosed a specific release date or development cost. The initial chatbot will retrieve information from Municipal Credit Union’s website to answer questions about products and services. Later versions are expected to integrate directly with the contact center, allowing the institution to draw deeper insights from member interactions and improve support.