Member Privacy Concerns with AI Implementation

Posted by Anonymous CU Professional • 2025-10-06

Balancing AI benefits with member privacy expectations. How do you address member concerns about AI handling their financial data?

11 comments

🤖 AI Discussion Summary

What credit union and community banking professionals are saying

✅ Key Benefits & Insights

• Members have shown positive feedback for 24/7 AI availability for answering simple questions, appreciating the convenience it offers.

• Vendors like Posh and Kasisto provide options and flexibility, with scalable pricing and performance guarantees depending on needs.

⚠️ Concerns & Challenges

• Data security and privacy are major concerns, with questions about data storage, access, and encryption practices.

• Ensuring transparency and member choice, such as offering opt-out options and clear communication about AI usage, is crucial.

📊 Overall Sentiment

There is cautious optimism about AI in credit unions, with a balance between recognizing the benefits of AI for member service enhancement and addressing privacy, data security, and cost concerns.

🎯 Key Takeaways

• Proactively addressing privacy concerns and building trust through transparency and choice is key to successful AI integration.

• Vendor flexibility in contracts, scalability, and performance guarantees can influence decision-making in AI solution adoption.

AI-generated summary • Updated automatically as discussion evolves

Discussion (11 comments)

Anonymous CU Professional
2025-09-09 10:29:39

We added opt-out language to our privacy policy. Members can request human-only service if they prefer.

Anonymous CU Professional
2025-09-09 12:29:39

Data security is my biggest concern. Where is the conversation data stored and who has access?

Anonymous CU Professional
2025-09-09 14:29:39

Our vendor (Eltropy) stores everything encrypted in US-based AWS servers. SOC 2 certified.

Anonymous CU Professional
2025-09-09 16:29:39

We had to update our vendor management program to include AI-specific risk assessments.

Anonymous CU Professional
2025-09-09 18:29:39

Member feedback has been positive actually. They appreciate the 24/7 availability for simple questions.

Anonymous CU Professional
2025-09-20 04:24:47

Transparency builds trust. We publish clear explanations of how AI uses member data and what controls members have. CFPB's AI transparency guidelines: https://www.consumerfinance.gov/about-us/newsroom/cfpb-proposes-rule-to-govern-use-of-artificial-intelligence/

Anonymous CU Professional
2025-09-30 01:23:49

Can you share ballpark pricing for both? I know it varies but trying to understand the cost difference you mentioned.

Anonymous CU Professional
2025-09-30 06:24:47

Opt-in rather than opt-out approaches work better. Members appreciate having choice in AI interactions. FTC's fair credit reporting AI guidance applies: https://www.ftc.gov/policy/reports/policy-reports/fair-credit-reporting-act-artificial-intelligence

1 replies

Anonymous CU Professional
2025-09-30 01:23:49

Rough numbers for our size ($380M CU, 52K members): Kasisto quoted $78K/year + $35K implementation. Posh came in at $42K/year + $18K implementation. Both scale with conversation volume. Kasisto's enterprise features (advanced analytics, voice biometrics) drove the premium. If you don't need those, Posh is better value.

Anonymous CU Professional
2025-10-01 01:23:49

Did either have contract flexibility? We want to pilot for 6 months before committing long-term.

Anonymous CU Professional
2025-10-02 01:23:49

I'm that person from the larger CU who mentioned Kasisto earlier. Want to add - we negotiated a 2-year deal with performance guarantees. If accuracy falls below 85%, we can exit penalty-free. Kasisto was willing to put skin in the game because they're confident in their tech.

Anonymous CU Professional
2025-10-03 10:24:47

Address privacy concerns proactively in member newsletters and website content. Education reduces anxiety. Credit Union National Association privacy toolkit: https://www.cuna.org/advocacy/priorities/privacy/

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Anonymous CU Professional

Created:
2025-10-06 20:24:47

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