American Heritage Credit Union is working with multiple AI providers to enhance customer-facing and internal processes, with fintech Kinective acting as the centerpiece.  

For example, the $5.2 billion credit union is using fintech Amelia’s AI voice agent, called Gigi, to automate inbound member calls, a “major help” after a new payment system unrelated to Amelia pushed wait times to an hour, Senior Vice President of Data and Innovation Adrian Rodriguez told FinAi News.  

Kinective’s AI-powered platform, which aggregates data into a central repository, helps American Heritage maximize Gigi by storing interaction data and streamlining reporting, enabling call center employees to “sustain a much better member experience,” Rodriguez said. 

The platform also allows the credit union to get the most out of Alloy’s risk management platform, which uses AI to automate onboarding, underwriting and compliance processes such as KYC, he said. 

Kinective “receives webhooks from Alloy on application status changes, sending immediate email notifications to the responsible team when an application moves into manual review so they can respond proactively rather than monitor a portal,” Rodriguez said.  

“Once an account is opened, Kinective queries Alloy, retrieves ID images and supporting documents and feeds them directly into our document management system without staff effort,” he said. 

This combination removes repetitive and high-friction tasks, improving employee and member experiences while accelerating response times, Rodriguez said. 

American Heritage also has increased cross-sell activity by 25% through Kinective, as previously reported by FinAi News. 

Other adopters of the platform, according to the fintech, include:

• Arvest Bank;
• Great Lakes Credit Union;
• Launch Credit Union;
• TruMark Financial; and
• United Bank of Michigan.  

AI at American Heritage  

The credit union employs AI in other areas as well, Rodriguez said.  

Combining AI solutions from Alloy and digital onboarding and loan automation platform Clutch has been a “big win” for the credit union, “mostly by increasing instant approvals and, when a manual review is needed, consolidating the information so reviews take minutes or hours rather than days or weeks,” he said.  

Customer engagement platform Engageware is the credit union’s “gen AI-powered knowledge management system and has become a real assist to our frontline staff and training department,” he added.  

American Heritage expects to quantify efficiencies and cost savings from these AI tools in a year, he said.  

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