VELERA | PYMNTS Playbook May 2026

Credit Unions Meet the Member Who Wants AI Now

Why demand for practical AI tools is rising across consumers, SMBs and former members.

Members Want Practical Help Before Autonomous AI

AI demand is moving from future concept to present expectation. This playbook shows where consumers and SMBs are most likely to use AI assistant features, which capabilities credit unions offer today and how CUs can use AI to deepen relationships and attract growth segments.

  • Measure demand across consumers and SMBs
  • Compare CU supply with member expectations
  • Prioritize AI tools tied to money management

AI Demand Exceeds Supply

    75% of SMBs would use AI

    SMBs would use at least one AI assistant feature from their financial institution.

    59% consumers would use AI

    Consumers show broad interest in AI assistant features from their financial institution.

    25% of CUs offer AI chat

    Only one-quarter of credit unions currently offer AI chat support.