How to Empower Employees With AI Automation With Claire Grosjean

This is a summary of an episode of Pioneers, an educational podcast on AI led by our founder. Join 3,000+ business leaders and AI enthusiasts and be the first to know when new episodes go live. Subscribe to our newsletter here.

TL;DR:

• Artificial intelligence in credit unions and finance enhances operational efficiency, automating repetitive tasks like accounts payable and document processing, saving time and reducing costs.
• Robotic Process Automation (RPA) has been useful but is evolving to AI integration, which provides flexibility and reduces maintenance demands.
• Operations teams benefit from Generative AI and automation, allowing staff to focus on more strategic tasks rather than manual data analysis and handling.
• Successful AI implementation requires a business-led, IT-enabled approach, aligning automation efforts with strategic objectives to ensure organizational benefits.
• Establishing centers of excellence and involving employees as champions help promote adoption, making the transition smoother for team members.

Before we dive into the key takeaways from this episode, be sure to catch the full episode here:

Meet Claire - Senior Director of Business Process Management at Tech CU

Claire Grosjean is a financial technology leader focused on transforming credit unions through process innovation and intelligent automation.

As Senior Director of Business Process Management and Strategic Innovations in Financial Processes at Technology Credit Union (TCU), she spearheads efforts to streamline operations and improve efficiency, leveraging Generative AI and workflow automation to drive value and enhance member satisfaction.

With a background in finance and extensive experience in process automation, Claire brings deep industry knowledge and a commitment to strategic improvement.

Her work at TCU balances automation with human insight, creating solutions that support operational excellence while maintaining a personal connection, ultimately redefining the financial experience for credit union members.

Revolutionizing Financial Services: AI and Automation in Action

Grosjean emphasizes how Generative AI and automation transform operations at TCU, allowing employees to focus on higher-value tasks that enhance member satisfaction.

She explains that this transformation started with automating repetitive, rule-based business processes using RPA, such as document processing and accounts payable, which saved both time and resources.

While RPA brought significant efficiency, its limitations—such as high maintenance costs and sensitivity to software updates—spurred Tech CU to explore AI-driven solutions for greater adaptability.

For Grosjean, the shift to artificial intelligence isn’t just about adding Generative AI systems but improving processes.

Rather than automating inefficient workflows, TCU combines Generative AI with process refinement, ensuring that automation truly enhances operational efficiency.

This approach allows AI to handle simpler tasks autonomously, freeing employees to engage more strategically with member-facing roles.

She underscores the importance of this balanced approach in creating a “win-win” environment: employees benefit from reduced workloads on mundane tasks, while members experience faster, more personalized service.

Grosjean believes this alignment of AI with organizational goals not only improves productivity but also supports TCU’s mission of elevating member service to the next level.

How AI Is Taking RPA to the Next Level

Grosjean explains that while RPA has been an effective tool for automating repetitive, rules-based tasks, its limitations have paved the way for a shift toward AI-driven automation.

At TCU, RPA was initially deployed to automate tasks like document processing and regulatory forms, delivering substantial time and cost savings.

However, as Grosjean notes, the maintenance demands of RPA—particularly the need to frequently update bots due to software changes—highlighted the need for a more resilient approach.

She describes how AI enhances RPA by addressing these challenges, enabling Tech CU to move from basic task automation to more adaptable workflows.

Unlike traditional RPA, AI can manage exceptions and incorporate decision-making capabilities, reducing the fragility of automated processes.

• For instance, AI’s ability to integrate with APIs allows TCU to minimize disruptions caused by system updates, making automation more robust and sustainable.

Grosjean stresses that AI-driven automation at TCU goes beyond merely replicating human actions. It introduces intelligence into workflows, allowing automation to function more independently and flexibly.

This evolution reduces manual oversight but also supports a more seamless experience for both employees and credit union members, making automation a core part of TCU’s operational strategy.

“AI is here to stay. It’s not just a buzzword.” — Claire Grosjean

Powering Growth with Purpose: Strategic Generative AI for Credit Unions

Grosjean underscores the importance of aligning AI and automation initiatives with strategic objectives at TCU, ensuring that technology investments directly support the organization’s mission and growth.

She emphasizes that effective automation is driven by purpose. Rather than deploying AI indiscriminately, TCU carefully selects use cases that add measurable business value, such as cost savings, efficiency gains, or improved member service.

Claire also explains that this alignment process begins with identifying automation projects that resonate with the credit union’s broader goals.

For example: Initiatives that enhance member experience or streamline financial processes are prioritized, as they support TCU’s commitment to operational excellence and member satisfaction.

By focusing on these strategic priorities, TCU maximizes the impact of its AI investments.

Grosjean also highlights the value of involving business units early in the decision-making process, ensuring that automation efforts are both relevant and effective.

This approach allows TCU to create “win-win” scenarios where business goals are met, and employees see the benefits of automation in their day-to-day work.

According to Claire, such a strategy boosts operational performance but also strengthens employee well-being, buy-in, and engagement, creating a collaborative foundation for future AI-driven innovation at TCU.

Winning Employee Buy-In for the Future of Work With AI Systems

Grosjean says that gaining employee buy-in is essential for successfully integrating Generative AI and automation.

She explains that the key to this buy-in lies in engaging employees early in the process, making them active participants in the technology adoption journey.

By starting with small pilot projects, TCU allows employees to see the benefits of automation in a controlled, low-risk environment.

“Visualization allows employees to see what life could look like with AI supporting their work.” — Ankur Patel

She highlights the role of “champions” within teams—employees who are enthusiastic about new AI technologies and willing to lead by example.

These champions help communicate the potential of automation to their peers, fostering a culture of curiosity and openness.

Grosjean also mentions the value of visual demonstrations, where employees can observe the technology in action and understand how Generative AI can simplify mundane tasks rather than replace their roles.

Such a transparent approach reassures employees, showing that automation aims to enhance job satisfaction and create a more strategic, engaging workplace.

Smart Automation With a Human Touch: Empower Employees With AI

Grosjean shares that while Generative AI and automation are transforming operations at TCU, human workers remain crucial, especially in a regulated industry.

She explains that TCU balances automation with a “human in the loop” approach, ensuring that automated processes are supervised by employees where necessary, particularly for tasks with regulatory or customer impact.

This helps eliminate skills gaps that can occur post-automation and hurt productivity gains.

Claire also emphasizes the importance of an AI policy to provide clear guidelines for using AI responsibly, enabling TCU to adopt technology at a comfortable pace while managing risks.

In addition to that, she recommends introducing automation gradually as it allows employees and leadership to learn about AI’s capabilities and limitations, fostering a culture of thoughtful, ethical adoption.

This approach ensures that AI supports TCU’s values of accuracy, compliance, and personalized service.

“Automation at TCU is not just about efficiency but empowering employees to work smarter and provide high-quality service to members.”

By integrating intelligent automation and machine learning, companies can drive successful adoption of new technology, increasing productivity while enhancing employee experience and enabling teams to focus on more valuable work, all within a well-managed change management framework.

“The sooner you start the AI journey, the easier it becomes.” — Ankur Patel

Want to learn more about AI for credit unions? Check out the episode on enterprise AI solutions on a credit union scale with Jonathon Allen & Joseph Pellissery from Wescom.