Member Loyalty Group, a provider of member experience analytics and strategic support exclusively for credit unions, today announced the availability of a new generative AI-powered solution that enables credit unions to respond to member feedback more efficiently, consistently, and with a personal touch.

Credit unions understand the importance of acknowledging and acting on member feedback, but crafting thoughtful, tailored responses at scale can be time-consuming and inconsistent. With the AI-powered enhancement, credit unions can overcome these challenges by automatically generating customized, on-brand replies directly within Member Loyalty Group’s platform.

This addition to the Member Loyalty Group platform leverages generative AI to draft personalized messages based on the content and score of each survey response. Credit unions can adjust the tool to align with their communication standards, tone and best practices, including parameters likes reading level and phrases to avoid. This helps ensure every response, across all branches and employees, reflects the credit union’s voice and values.

In a recent pilot program with Newport News, Va.-based Langley Federal Credit Union, the new AI feature helped the institution:

• Send 14% more rapid responses in the first month
• Increase member-read responses by 5.6%
• Double its member engagement rate, rising from 1.9% to 3.8% of members replying to follow-up messages

“Using the new AI template made it easier for our teams to follow up with more members in a meaningful way,” said Heather Caldwell, Member Experience Analyst at Langley FCU. “We have seen an increase in the timeliness of our responses and our teams feel better equipped to deliver high-quality communication. We’re excited about the long-term potential of this new tool."

“Closing the loop with members is one of the most impactful steps in improving the member experience,” said Jake Foreman, Chief Program Officer of Member Loyalty Group. “The AI-powered solution empowers credit unions to do this more effectively with the ability to respond faster, more consistently, and in a way that strengthens trust and loyalty while saving valuable time.”

By streamlining the follow-up process, the platform allows credit union employees to reduce manual effort and focus on high-impact issues while maintaining a consistent, professional level of communication. Whether it’s a simple thank-you or following up on a negative experience, having the AI solution in place helps ensure every member receives timely and thoughtful outreach, ultimately strengthening relationships and enhancing the overall member experience.

About Member Loyalty Group

Member Loyalty Group is the trusted partner for credit unions seeking to elevate member experience, build loyalty and drive growth. MLG empowers credit unions to strengthen engagement through member feedback, integrated analytics, exclusive peer benchmarks and ongoing support. For more info, visit memberloyaltygroup.com.

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