looking at how we can improve efficien-
cies through automation or custom AI
solutions from the front line all the way
to the back office. We’re also really try-
ing to improve our digital presence.”
The credit union is keenly aware that
almost a third of its members live too
far away to make regular in-person
visits to a branch, notwithstanding
another pandemic lockdown or other
unforeseen event.
“People have adapted to interacting
with us digitally, and they don’t come
through the traditional channels with
the same frequency as previously. We
don’t see as many in the branch every
Friday to deposit their paychecks,
because they do it with eDeposit; we
don’t have as many people calling in to
check balances because they do that
on the mobile app, and they can get
text message alerts,” said Maxim.
This is the bedrock from which
MSUFCU hopes to accelerate using
The Lab. And that initiative has proven
a testing ground not only for technolo-
gies but also for partnerships, such as
with the fraud prevention tool Keyno.
Maxim explains, “They’ve been work-
ing on a product for a couple of years
159technologymagazine.com