Langley Federal Credit Union Adds AI Tool to Deepen Member Connections and Speed Response Experience

Media Inquiries Kelli Ragland, Vice President of Marketing
757-848-5444    [email protected]

NEWPORT NEWS, Va. – (Dec. 31, 2025) — Langley Federal Credit Union recently implemented a generative AI feature to enhance how the credit union responds to member feedback — supporting faster follow-up, greater consistency, and more meaningful engagement across the organization.

The tool, integrated into Langley’s existing member experience platform powered by Member Loyalty Group, helps teams efficiently draft personalized, on-brand responses to member survey feedback. By reducing manual effort while maintaining Langley’s voice and values, the technology allows employees to focus on resolving high-impact issues and strengthening member relationships.

“At Langley, responding to member feedback isn’t just a process — it’s part of how we take care of people,” said Member Experience Analyst Heather Caldwell. “This technology has helped our teams respond more quickly and consistently, while still delivering thoughtful, high-quality communication that feels personal to each member.”

Following the initial rollout, Langley saw early positive results, including:

  • A 14% increase in rapid responses to member feedback
  • A 5.6% increase in member-read responses
  • A doubling of member engagement, with replies to follow-up messages increasing from 1.9% to 3.8%

The AI capability supports customized response guidelines, including tone, reading level, and phrasing preferences, ensuring consistent communication across branches while preserving the human element of member outreach. Whether acknowledging positive feedback or following up on concerns, Langley teams are better equipped to close the loop in a timely and meaningful way.

“Our focus is on creating a seamless, low-friction experience for members while empowering our teams with tools that support — not replace — human connection,” Caldwell added. “This is one more way we’re leveraging technology to strengthen trust and loyalty.”

Langley Federal Credit Union has a long history of community involvement and charitable giving dating back to the founding of the credit union in the 1930s. With a commitment to making a difference in the communities it serves, the Langley for Families Foundation was launched in 2014 to support causes and charities benefiting children and families.

Langley Federal Credit Union is a federally chartered credit union, regulated and insured by the National Credit Union Administration. Langley Federal Credit Union serves 400,000 members and has over $5.6 billion in assets, ranking the financial cooperative as one of the 100 largest credit unions in the country. Langley is a full-service financial institution where everyone can save, borrow, and spend wisely. Located in Hampton Roads, Langley has over 700 employees, 22 branches and more than 55,000 surcharge-free ATMs throughout the region. For more information, visit www.langleyfcu.org.