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Case Studies

Gesa Credit Union: Innovating Employee Support with AI and Automation

ABOUT GESA

Washington State's Trusted Credit Union Since 1953

Founded in 1953, Gesa Credit Union is one of Washington state's largest credit unions, serving more than 280,000 members and managing over $5 billion in assets. As a member-owned cooperative, Gesa is deeply committed to financial wellbeing, education, and community impact.

That commitment starts with its people. With more than 1,000 employees, Gesa understands that empowering staff with modern tools is essential to delivering exceptional service. Innovation isn't just about products — it's about enabling employees to work smarter and more efficiently.

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Loved by Users, Recognized by the Industry

Gesa Credit Union: Innovating Employee Support with AI and Automation

Discover how one of Washington state's largest credit unions transformed IT support for 1,000+ employees using Rezolve.ai's AI-powered platform.

1953

Founded

280,000+

Members

$5B+

In Assets

1,000+

Employees

ABOUT GESA

Washington State's Trusted Credit Union Since 1953

Founded in 1953, Gesa Credit Union is one of Washington state's largest credit unions, serving more than 280,000 members and managing over $5 billion in assets. As a member-owned cooperative, Gesa is deeply committed to financial wellbeing, education, and community impact.

That commitment starts with its people. With more than 1,000 employees, Gesa understands that empowering staff with modern tools is essential to delivering exceptional service. Innovation isn't just about products — it's about enabling employees to work smarter and more efficiently.

Member-Owned Cooperative

Deeply committed to financial wellbeing and community impact

People First

Empowering staff with modern tools for exceptional service

Education Focus

Investing in financial education and employee development

Community Impact

Strengthening communities through financial empowerment

THE CHALLENGE

Smarter IT Support for a Growing Team

As Gesa expanded, so did the demand for fast, consistent IT support. Employees needed modern solutions to work more efficiently.

Fast Response Times

Employees needed quick access to knowledge without waiting for manual responses

‍

Knowledge Access

Finding information across complex portals was time-consuming and frustrating

‍

Proactive Notifications

Investing in financial education and employee development

‍

THE SOLUTION

AI-Enabled IT Support with Rezolve.ai

Lack of automated alerts led to preventable disruptions and downtime

Generative AI with Explainability

Delivered conversational answers with clear reasoning employees can trust

Knowledge Gaps Management

Continuously improved IT content based on usage and feedback

Ticketing Integration

Seamless incident and request ticket creation via EasyVista, directly from Teams

SharePoint Knowledge Ingestion

Centralized IT content accessible through conversational search

Automated Password Reminders

Teams notifications before password expiration with direct links to self-service

THE IMPACT

Faster, More Efficient Support

The rollout to all 1,000+ employees delivered measurable improvements across the organization.

Default IT Support

Rezolve.ai became the default way to access IT support across the organization

‍

Knowledge Gaps Management

Continuously improved IT content based on usage and feedback

Ticketing Integration

Seamless incident and request ticket creation via EasyVista, directly from Teams

SharePoint Knowledge Ingestion

Centralized IT content accessible through conversational search

Automated Password Reminders

Teams notifications before password expiration with direct links to self-service

Our vision was to modernize employee support with automation and AI — Rezolve.ai made that vision real. By meeting employees where they work and making support intuitive, we're improving productivity today while building a foundation for the future.

Andrew Chung

CIO, Gesa Credit Union

WHAT'S NEXT

Building a Broader Transformation

Gesa and Rezolve.ai are continuing their journey toward enterprise-wide digital transformation.

Scalable Model

  • Extending support to Compliance, Member Services, and other teams
  • Rolling out SharePoint ingestion for banking procedures and compliance resources

Next-Generation AI

  • Agentic AI for contextual, reasoning-based support
  • Explainability v2 for transparent responses
  • Knowledge Dashboard to track usage and trends
  • Vision AI and inline image support

Advanced Service Desk

  • Monitored mailbox with auto-ticket creation
  • Teams notifications for employees and agents
  • Smart ticket summaries and sentiment analysis
  • Custom dashboards and integrated service catalog
  • Linked change, problem, and incident management
  • Integrated asset management

WHY IT MATTERS

Technology as a Tool for Empowerment

For Gesa Credit Union, technology is a tool for empowerment. By delivering faster, smarter support, the organization ensures employees can stay focused on what matters most — serving members and strengthening communities.

Together, Gesa and Rezolve.ai are building a future where innovation drives impact, and employee experience fuels member success.

Rezolve.ai empowers Gesa Credit Union

Bringing automation and AI into everyday work — transforming IT today while laying the foundation for enterprise-wide innovation.