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Dilly Labs

What's the Dilly-o with contact center & conversational AI: a buyer's guide for credit unions

Michigan State University Federal Credit Union launched Pindrop Passport and Protect in its call center in August 2024.1 By September 2025, it had traced $2.57 million in avoided fraud exposure from deepfake calls.1 Your phone line now serves members and fraudsters at once, so any contact center or voice AI you buy has to tell them apart.

The Dilly-o

We'd start the AI on one narrow job and widen it only once you've seen how it performs with your members. The CFPB has warned institutions against making a chatbot the main service channel when it clearly cannot meet customer needs.2 Settle three things before you sign: a human offramp, caller authentication and a recording disclosure your lawyers have read.

How we'd size up a vendor

  1. Core connection - is the vendor listed in your core's own partner directory, or only on its own website? Ask for a data flow diagram showing what the agent can read and what it can change on your core.
  2. Human handoff - can a member reach a person when the bot can't help, and does the conversation history go with them? The CFPB has described "doom loops" of repetitive, unhelpful responses with no offramp to a human.3
  3. Caller authentication - how does the tool check that the caller is your member before it shares account details?
  4. Recording and consent - who records, transcribes and keeps your members' calls, and what do callers hear about it? Get the answer in the contract, including whether member data trains the vendor's models.

What changed this year

On January 13, 2026, a federal court in Lisota held that an AI call-analysis tool fell within the Wiretap Act's ordinary-course-of-business exemption.4 We'd still ask your lawyers about state wiretap laws before you let AI record or analyze member calls. When the Fed, OCC and FDIC revised their model risk guidance in April 2026, NCUA did not join.5 On September 15, 2026, NCUA did join them in proposing new interagency third-party risk guidance, with comments closing November 16, 2026.67 It would replace the 2023 interagency guidance and does not address AI specifically.89

Will it work with your systems?

Jack Henry's digital add-ons overview for Banno lists modular features including AI Summaries, Co-Browse, Guest Chat, Multi-Language Support, and Video Chat and Screen Sharing.10 Eltropy used Banno's Digital Toolkit APIs to embed its technology and also integrates with Alkami and Q2.1112 It does not appear on Corelation's partner page or the Fiserv DNA AppMarket.13 interface.ai is on Corelation's partner page without the KeyBridge Certified badge, and absent from Q2 Innovation Studio and the DNA AppMarket.1415 Talkdesk connects to Symitar but needs more configuration than its FIS or Fiserv connectors.16 We've seen MX and Newgen Software listed in Jack Henry's Fintech Integration Network for Symitar credit unions.C We'd ask each vendor to show you its listing in your core's own directory and to name what it can read and change there.

What other credit unions did

Radiant Credit Union in North Central Florida reports its voice AI handles 31,700 calls a month at 67% containment.17 Dupaco Community Credit Union in Iowa reports using interface.ai voice AI for fraud prevention and 24/7 member support.18 Cobalt Credit Union, an Eltropy client, put its first AI agent live in August 2024.19 One suit said Verint's service transcribed calls and captured callers' tone, pitch and speech pace without prior consent.20

What your examiner will ask

NCUA expects you to understand how an AI product works, the risks it brings, and the vendor's safeguards and controls.21 Letter 07-CU-13 says contracts should cover performance standards, data security, confidentiality, audit rights and termination.22 Part 748 requires a board-approved security policy.23 It also requires 72-hour notice of a reportable cyber incident, including one caused by a third-party data host.24 Have a vendor file naming what the AI does and what data it touches, plus contract controls, model-change monitoring and an exit plan.25 For fraud, FinCEN's deepfake alert explains the typologies it has seen and gives red flag indicators.26 The alert lists phishing-resistant multi-factor authentication (MFA) and live audio or video checks as ways to reduce exposure.27

What it costs

Level AI's 2026 guide puts teams of 20 to 100 agents at $50 to $200 per agent once AI assist and quality management are added.28 Eltropy does not list its pricing in public, and it varies by asset size.29 Glia publishes its own model as $0 per minute, seat and token.30 For credit unions under $1 billion, Nuance's professional services costs alone often exceed the economics.31 Ask for implementation fees and usage caps in writing before you compare per-agent quotes.

Food for thought

Some AI agents have reportedly contacted bank call centers or attempted activity customers had not authorized.3233 Morgan Stanley and JPMorgan Chase took steps to block unvetted agents.33 Valid credentials don't prove that a particular action was authorized.32 We think your next question for any vendor is how it will tell a member from a member's bot, and what each is allowed to do.

Dilly Labs research, written from our catalog and cited sources · updated . Credit unions pay nothing. Vendors pay a referral fee only when a contract is signed through us. It never changes rankings or this guide. How we work

Sources

  1. Michigan credit union blocks fraud with deepfake detectionwww.americanbanker.com
    East Landing-based Michigan State University Federal Credit Union partnered with the security tech company Pindrop, launching its Passport and Protect...
  2. CFPB Issue Spotlight Analyzes “Artificial Intelligence” Chatbots in Bankingwww.consumerfinance.gov
    Financial institutions should avoid using chatbots as their primary customer service delivery channel when it is reasonably clear that the chatbot is ...
  3. New CFPB report highlights concerns with growing use of chatbots by financial institutionswww.consumerfinancemonitor.com
    - Automated responses by chatbots may fail to resolve a customer’s issue and instead lead the customer into a “doom loop,” meaning “a continuous loop ...
  4. Use of AI Call Center Without Consent Not a Federal Wiretap Violation, Court Holdswww.insideclassactions.com
    The court held that it did, and further concluded that Heartland was not liable for simply using the AI service.
  5. Bank Model Risk Management and Credit Union AI Rulessuperintelligencecompliance.ai
    The NCUA did not join it.
  6. NCUA: AI Rules and Guidance for Banks (2026)www.bankingnewsai.com
    Timeline of key documents and events · Date · Type · Document / event · Sep 15, 2026 · Milestone · NCUA joins the OCC, Fed and ...
  7. NCUA: AI Rules and Guidance for Banks (2026)www.bankingnewsai.com
    Comments close November 16, 2026.
  8. NCUA: AI Rules and Guidance for Banks (2026)www.bankingnewsai.com
    Published in the Federal Register September 15, 2026 (91 FR 58536), the four agencies propose to rescind and replace the 2023 interagency third-party ...
  9. NCUA: AI Rules and Guidance for Banks (2026)www.bankingnewsai.com
    The proposal is general vendor-risk guidance — it does not address AI specifically — but it is the first interagency banking guidance the NCUA has co-...
  10. Product Overviewknowledge.banno.com
    It includes several modular features – AI Summaries, Co-Browse, Guest Chat, Multi-Language Support, and Video Chat and Screen Sharing – that improve ...
  11. Eltropy Joins Jack Henry's Banno Digital Banking Platformeltropy.com
    Eltropy leveraged the Banno Digital Toolkit™, the same set of APIs the Banno Digital Platform™ is built on, to embed its technology into the digital ...
  12. 10 Best AI Chatbots for Banking in 2026thecxlead.com
    Eltropy Integrations Eltropy integrates with Akuvo, Alkami, Temenos, Prodigy, Finastra, Salesforce, Q2, and DocuSign.
  13. Top 10 AI Agents for Credit Unions in 2026frenchydigital.com
    Absent from Corelation's partner page and the Fiserv DNA AppMarket.
  14. Top 10 AI Agents for Credit Unions in 2026frenchydigital.com
    Listed on Corelation's partner page but without the KeyBridge Certified badge.
  15. Top 10 AI Agents for Credit Unions in 2026frenchydigital.com
    Absent from Q2 Innovation Studio and the Fiserv DNA AppMarket · None.
  16. 7 Best AI Voice Agents for Banks and Credit Unions: Core Compatibility, Containment Rates, and Compliancefintechspecs.com
    Talkdesk connects to Symitar, Jack Henry’s credit union core, but the integration requires more configuration than its FIS or Fiserv connectors.
  17. interface.ai Review 2026: Banking AI Agents, Results, Pricingwww.getmacha.com
    **Radiant Credit Union**, founded in 1953 and based in North Central Florida, reports its Voice AI now handles 31,700 calls a month at 67% containment...
  18. interface.ai Review 2026: Banking AI Agents, Results, Pricingwww.getmacha.com
    **Dupaco Community Credit Union** (Dubuque, Iowa, founded 1948, 160,000-plus members) reports deploying interface.ai's Voice AI specifically for fraud...
  19. Cobalt Credit Union Deploys Eltropy AI Voice, Achieving 83% Session Containment Rateeltropy.com
    Cobalt implemented its first AI agent in August 2024, launching an intent-based system alongside a new digital banking platform.
  20. Class Action Lawsuit Says Navy Federal Credit Union, AI Tech Company Verint ‘Tap’ Customer Service Callswww.classaction.org
    “It does not tell reasonable consumers that a third-party (Verint) will intercept, record, and use the call for its own purposes.”
  21. Artificial Intelligence (AI)ncua.gov
    Credit unions using AI provided by a third party vendor must conduct appropriate due diligence, including understanding: - How the product or service...
  22. NCUA Letter 07-CU-13: Evaluating Third Party Relationshipswww.bankingnewsai.com
    - Three-stage framework: risk assessment and planning, due diligence, and risk measurement, monitoring, and control - Due diligence covers the vendor'...
  23. AI Security for Credit Unions: The 2026 NCUA Gapaccuroai.co
    ## What still binds a credit union using AI · Obligation · Where it comes from · Status as of September 2026 · Written security ...
  24. AI Security for Credit Unions: The 2026 NCUA Gapaccuroai.co
    ## What still binds a credit union using AI · Obligation · Where it comes from · Status as of September 2026 · Written security ...
  25. AI Governance for Credit Unionswww.thedataexperts.us
    Vendor-supplied or embedded AI: core processor, fraud tool, lending or chat platform · Third-party due diligence: NCUA Letters 07-CU-13 and 01-CU-...
  26. FinCEN Issues Alert on Fraud Schemes Involving Deepfake Media Targeting Financial Institutionswww.fincen.gov
    The alert explains typologies associated with these schemes, provides red flag indicators to assist with identifying and reporting related suspicious ...
  27. FinCEN Alert on Fraud Schemes with Deepfake Mediafairviewinvest.com
    Implementing multifactor authentication (“MFA”), including phishing-resistant MFA and live verification checks that require a customer’s confirmation ...
  28. Credit union software: 10 best platforms for contact centers in 2026thelevel.ai
    Small contact centers with 1 to 20 agents typically pay $10 to $50 per agent per month for basic voice and routing capabilities. Mid-size teams with ...
  29. 7 Best AI Voice Agents for Banks and Credit Unions: Core Compatibility, Containment Rates, and Compliancefintechspecs.com
    Pricing is not publicly listed and varies by asset size.
  30. Top 10 AI Agents for Credit Unions in 2026frenchydigital.com
    That is an inherited certificate and we score it as not publicly disclosed for Glia itself · Not publicly disclosed as a figure, but it publishes the ...
  31. 7 Best AI Voice Agents for Banks and Credit Unions: Core Compatibility, Containment Rates, and Compliancefintechspecs.com
    Community banks and credit unions under $1 billion in assets often find the professional services costs alone exceed the economics.
  32. Banks are catching AI agents in customer accounts and security isn’t readytechtarget.com
    Traditional authentication may establish that the credentials are valid without establishing that a particular action is authorized.
  33. Banks are catching AI agents in customer accounts and security isn’t readytechtarget.com
    Some AI systems reportedly contacted bank call centers or attempted activities that customers had not explicitly authorized.
See the 15 contact center & conversational AI vendorsSorted by fit with your core, with the evidence behind each.