About this episode

Amy Stevens discusses the implementation of AI in member experience at GreenState Credit Union.

While many are still theorizing about AI in financial services, Amy Stevens is running it in production. In this episode of Main Street AI, Ankur Patel sits down with Amy Stevens, SVP of Member Experience at GreenState Credit Union — Iowa's largest credit union with $11B in assets, 450,000 members, and a fast-growing footprint across Illinois and Nebraska. Amy owns the contact center, the NPS program, and the hard work of figuring out what members actually need.What makes this conversation different: Amy's team has real AI in the wild. Co-pilot mining, NPS feedback analysis, real-time sentiment scoring that guides agents mid-call, voice biometrics that just went live last week, and a roadmap toward full agentic AI that becomes part of the team.Guest: Amy Stevens, SVP of Member Experience, GreenState Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Amy Stevens0:48 A day in the life of an SVP of Member Experience2:29 Why GreenState is still opening branches4:21 Expanding into Illinois & Nebraska6:00 Why digital members are the most profitable7:55 Scaling without losing the personal touch9:51 Bringing AI into member experience (without the…

People in this episode

Host: Ankur Patel

Guest: Amy Stevens

Topics covered

• AI in financial services
• member experience
• credit unions
• real-time sentiment analysis
• voice biometrics
• agentic AI

Mentioned in this episode

Organizations: GreenState Credit Union

Places: Iowa, Illinois, Nebraska

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