Patelco Credit Union auto-resolves repetitive IT issues within four months with Rezolve.ai

Situation

Patelco Credit Union, one of Northern California’s established credit unions, was an early mover: this engagement dates to August 2022, before “GenAI service desk” was a category most institutions had a budget line for.

Trigger

The support pattern will be familiar to any credit union IT leader: a service desk absorbing the same repetitive issues on loop, and institutional knowledge that existed but wasn’t findable at the moment of need.

Barrier

Adopting AI at a financial institution in 2022 meant doing it carefully: grounded answers, human oversight, and a feedback loop, not a black box bolted onto member-adjacent operations.

Solution

Patelco deployed a GenAI-powered knowledge base, digital assistant and service desk on Rezolve.ai: conversational access to knowledge, with repetitive issues resolved automatically and humans in the loop for feedback and improvement.

Results

Within four months of go-live, the platform was auto-resolving Patelco’s repetitive issues.

“Rezolve.ai team has deep expertise in how to enable AI for general purpose solutions, be it tweaking the LLM or ensuring human-in-the-loop for feedback.” (Bhavani Palukuri, VP, Data & Architecture, Patelco

Three years on, the pattern Patelco proved early), grounded GenAI + human-in-the-loop governance. Is the architecture the rest of the roster runs on.