Can you build trust with a machine?

There is an old saying—”All things being equal, people prefer to do business with people they know, like and trust. All things being unequal, people prefer to do business with people they know like and trust.”

Ask salespeople, and they will tell you the key consideration in business development is always trust. The central question in this blog is, can you build trust with a machine?

Two trends of the pandemic years have changed the relationship between credit unions and their members. The first is the pandemic complicating in-person visits to their credit unions.

The second trend is artificial intelligence being used more often to interface between credit unions and their members. Initially, the use of AI was a part of ongoing “innovation.” Then, AI evolved into a rescue tool to maintain service levels with members in the face of pandemic lockdowns and staff reductions.

 

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