Member Loyalty Group, a provider of member experience analytics and strategic support exclusively for credit unions, has launched a new generative AI-powered solution designed to help credit unions close the feedback loop more quickly and effectively. The innovation enables credit unions to respond to member feedback with greater speed, consistency, and personalization—key factors in building trust and loyalty. Credit unions recognize the importance of acknowledging member input, but manually crafting thoughtful, tailored responses at scale has long been a challenge. The new AI feature within Member Loyalty Group’s platform addresses this by automatically generating customized, on-brand replies directly within the system. Using advanced natural language processing, the tool analyzes each survey response’s content and sentiment score to produce relevant, personalized messages. Credit unions can customize the AI’s output to match their brand voice, tone, and communication standards. Parameters such as reading level, preferred terminology, and phrases to avoid can be set to ensure every message aligns with institutional values and best practices. In a pilot program with Langley Federal Credit Union in Newport News, Virginia, the AI tool demonstrated measurable benefits. “Using the new AI template made it easier for our teams to follow up with more members in a meaningful way,” said Heather Caldwell, Member Experience Analyst at Langley FCU. “We’ve seen an improvement in response timeliness, and our teams feel more confident delivering high-quality communication. We’re excited about the long-term potential of this tool.” Jake Foreman, Chief Program Officer at Member Loyalty Group, emphasized the strategic value of timely follow-ups. “Closing the loop with members is one of the most impactful steps in improving the member experience,” he said. “This AI-powered solution empowers credit unions to respond faster, more consistently, and in a way that strengthens trust and loyalty—while also saving staff valuable time.” By automating routine follow-up communications, the platform reduces manual workload, allowing credit union employees to focus on resolving complex issues and delivering higher-value interactions. Whether expressing gratitude for positive feedback or addressing concerns from a negative experience, the AI ensures every member receives timely, thoughtful outreach. The result is stronger member relationships, improved satisfaction, and a more scalable approach to member engagement. Member Loyalty Group continues to support credit unions in driving growth through data-driven insights, peer benchmarking, and ongoing strategic guidance. For more information, visit memberloyaltygroup.com.