Industries · Credit unions & banks
The AI service desk for credit unions & banks
Branch staff can’t leave the teller line to chase a ticket, and your examiners read everything. Gesa Credit Union: 312,000+ members, $6.4B in assets: rolled Sidekick out to all 1,000+ employees inside Microsoft Teams. Investors Community Bank cut ticket volume roughly 50% quarter over quarter. Every answer grounded in your policies; every action logged.
Named numbers stay with the customers who reported them, platform-level figures are labeled as such. Every story, on the record →
You run a branch network on a back-office budget
Credit unions and community banks carry enterprise expectations (uptime, compliance, member experience), on lean internal teams. The support queue is where that tension lands.
The teller line can’t wait on hold
A locked account or a frozen workstation at 9:01 a.m. isn’t an IT ticket. It’s a lobby full of members watching an employee apologize. Branch staff need answers in the tools they already have open, not a portal they visit twice a year.
Examiners read everything
Any AI that touches your operation has to explain itself. Rezolve.ai is glass-box by design: every answer cites its source, every automated action is approval-gated and logged, and the platform is SOC 2 Type II attested and ISO 27001 certified. As Patelco’s VP of Data & Architecture Bhavani Palukuri puts it: “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.”
Internal friction becomes member friction
When an employee waits days for IT, a member waits too. Investors Community Bank’s numbers show what removing that lag looks like: roughly half the ticket volume, quarter over quarter, with about a third of tickets auto-resolved within three months.
HR questions don’t stop at the branch door
Benefits, payroll, policy: the questions come from every branch, on every shift. HawaiiUSA Federal Credit Union runs 24/7 employee assistance on the same platform: one place to reach people, one place to help them.
How credit unions run Rezolve.ai
Five moves, in the order our credit-union customers actually make them.
Password resets before the branch opens
Sidekick answers and executes inside Microsoft Teams: the channel Gesa standardized on for all 1,000+ employees, with automated password-expiration reminders heading off the most predictable ticket type before it happens. UNFCU’s employees know theirs as “Ava.”
Escalations arrive pre-analyzed
What does reach your service desk comes triaged, summarized, and matched against similar resolved tickets, with a drafted reply your team reviews and sends. Lean IT teams cover more branches without hiring.
Automation with approval gates, not a black box
Describe the workflow in plain language and Agent Studio drafts an agent an examiner can read. Anything that grants access or changes a system waits for a named human approval, the control posture a regulated institution can actually sign off on.
Find the repetitive branch tickets first
Rezolve DeskIQ ranks what to automate next from your own ticket history, the repetitive issues first. Patelco went after its repetitive issues and was auto-resolving them within four months of go-live.
An audit trail an examiner can actually read
Incident, change, request and joiner-mover-leaver run on one AI-first system of record: standalone, or layered on the ITSM you already run. Gesa kept EasyVista and created tickets straight from the Teams conversation.
Teams became the front door for 1,000+ employees
Gesa: one of Washington state’s largest credit unions, with 312,000+ members and $6.4B in assets: rolled Sidekick out to every employee inside Microsoft Teams, wired into EasyVista ticketing and SharePoint knowledge, with automated password-expiration reminders heading off the most predictable ticket type before it happens. It’s now the default IT support channel, and the roadmap extends beyond IT into Compliance and Member Services.
“Our vision was to modernize employee support with automation and AI, Rezolve.ai made that vision real.”Andrew Chung · CIO · Gesa Credit UnionRead the full story →
“One of the biggest game-changers for us has been the Rezolve.ai employee bot, which we call Ava.”
Credit unions & banks on the record
Published deployments with a name on them, click through for the numbers and the people behind them.
Gesa Credit Union makes Rezolve.ai the default IT support channel for 1,000+ employees
Patelco Credit Union auto-resolves repetitive IT issues within four months with Rezolve.ai
These are the customers on the public record, plenty more run Rezolve.ai without a public story. Browse all customer stories →
Questions we hear from credit unions & banks
Which credit unions use Rezolve.ai?
Gesa Credit Union, Patelco Credit Union, UNFCU (United Nations Federal Credit Union) and HawaiiUSA Federal Credit Union all have published stories, and on the community-bank side, Investors Community Bank cut ticket volume roughly 50% quarter over quarter. Each story on this page links to the named numbers.
Does it work inside Microsoft Teams?
Yes, Teams is where most of our credit-union deployments live. Gesa rolled Sidekick out to all 1,000+ employees in Teams; Sidekick also answers on Slack, email, web and voice, so branch phones are covered too.
Do we have to replace our existing ITSM?
No. Rezolve.ai runs as a full AI-first system of record on its own, or as the AI layer on what you already have, Gesa kept its EasyVista ticketing and added Rezolve.ai on top, and there’s a dedicated ServiceNow augmentation path.
Is it safe for a regulated financial institution?
The platform is SOC 2 Type II attested, ISO 27001 certified, GDPR-aligned and HIPAA-ready. Every answer cites the policy it came from, every autonomous action is approval-gated, and everything lands in an audit trail your compliance team, and your examiner, can review.
How fast do credit unions see results?
Patelco was auto-resolving repetitive issues within 4 months of go-live. Investors Community Bank hit ~34% of tickets auto-resolved within 3 months. Time-to-value depends on your queue mix, which is exactly what a demo maps out.
Can it answer HR and policy questions, not just IT?
Yes: HawaiiUSA Federal Credit Union runs it for HR and employee support, 24/7. Same platform, same audit trail, grounded in your own handbook and policies.
Where else Rezolve.ai runs
Bring your most repetitive branch queue
Password resets, core-app access, benefits questions: pick the queue that eats your mornings, and we’ll show Sidekick resolving it live, with the audit trail to match.