J.D. Power reported that AI-powered virtual assistants in bank and credit card apps still struggle with complex tasks, even as mobile banking satisfaction remains strong overall.
The finding is important for credit unions because member-facing AI is often judged less by novelty than by trust. A virtual assistant that answers simple questions but fails during disputes, card issues, loan questions, or account-access problems can create frustration exactly when members need confidence.
Credit unions should launch virtual assistants with narrow, well-tested use cases; visible escalation paths; and explicit performance monitoring. The safest near-term win is not replacing the contact center. It is improving triage, routing, summaries, and simple self-service without blocking members from human help.
Source: J.D. Power coverage →