SELCO Credit Union Taps AI to Overhaul Internal Operations

SUNNYVALE, Calif. – January 13, 2026 – SELCO Community Credit Union, one of Oregon’s largest and longest-standing credit unions, has announced a significant technological leap by selecting eGain Corporation’s AI-powered knowledge platform. The move aims to modernize its entire enterprise knowledge management system, providing a single, reliable source of information for its 500 employees and setting a new standard for operational efficiency in the financial services sector.

The partnership will see SELCO implement the eGain AI Knowledge Hub™ and eGain AI Agent™, transitioning away from its legacy SharePoint-based procedures. This strategic investment is designed to unify fragmented information, streamline workflows across all departments, and ultimately enhance the service delivered to its more than 150,000 members.

From Information Silos to a Single Source of Truth

For many organizations, especially those in highly regulated industries like finance, managing internal knowledge is a persistent and complex challenge. SELCO, with employees spanning contact centers, branch locations, lending, and back-office operations, recognized the limitations of its existing system. Traditional document repositories like SharePoint, while useful for storage, can often lead to information silos, version-control nightmares, and inefficient search processes.

These challenges have a direct impact on operations. Employees can spend valuable time hunting for correct procedures or relying on "tribal knowledge," leading to inconsistent service and potential compliance risks. In a financial environment where accuracy and adherence to regulations are paramount, having employees work from outdated or incorrect documents is not a viable option. The new initiative directly targets these pain points, with SELCO aiming to eliminate version-control issues and gain clear visibility into compliance through robust analytics on knowledge usage.

"Our commitment to service excellence starts with empowering our employees with accurate, accessible knowledge," said Dan Bilderback, SELCO’s Director of Talent Development, in a statement. "eGain's AI Knowledge Hub provides exactly what we needed—a true enterprise platform that will serve as our single source of truth, helping us streamline employee onboarding, improve operational consistency, and establish a foundation for AI-driven capabilities that will benefit members and team members."

The migration will involve transforming static procedure documents into structured, governed knowledge articles within eGain's unified hub. This structured approach is fundamental to creating a reliable and scalable knowledge base that can grow with the organization.

A Purpose-Built Platform for the Modern Enterprise

SELCO's decision followed a comprehensive evaluation process where eGain was unanimously selected. The key differentiator was its status as a purpose-built enterprise knowledge platform, designed specifically to solve the problems that generic systems cannot. Unlike simple search tools layered on top of document folders, the eGain platform integrates AI at its core.

A key feature SELCO will leverage is AssistGPT, a generative AI tool designed to accelerate content creation. This technology can help knowledge authors draft, summarize, and refine articles in a fraction of the time it would take manually, ensuring that the knowledge base remains current and comprehensive. The platform's AI-powered search capabilities will allow employees to find answers using natural language, providing relevant information tailored to their specific role and the context of their query.

Furthermore, the solution will be delivered directly within the Genesys agent desktop, a critical detail for user adoption. By embedding knowledge into the existing workflow, SELCO ensures that employees do not have to toggle between multiple applications to find what they need. This "single pane of glass" approach is known to significantly reduce agent frustration—a common complaint in contact centers where agents often struggle with clunky desktop tools—and improve focus on member interactions.

"Employee productivity suffers when knowledge is fragmented across multiple systems with no clear source of truth," noted Ashu Roy, eGain CEO. "SELCO recognized that simply enhancing SharePoint would not address their operational and compliance challenges. Our AI Knowledge Hub delivers exactly what they need—a purpose-built enterprise platform with governance, intelligent search, and AI-powered authoring that transforms how employees access and create knowledge."

AI Adoption Accelerates in the Financial Sector

SELCO's initiative is indicative of a broader trend within the financial services industry. Credit unions and banks are increasingly looking to artificial intelligence not just for customer-facing applications like chatbots, but as a foundational technology for transforming internal operations. The focus is shifting toward leveraging AI to enhance employee productivity, ensure regulatory compliance, and drive down operational costs.

Industry analysis shows that financial institutions are moving past the exploratory phase and are implementing AI to solve concrete business problems. For credit unions, where the mission is member-focused, improving internal efficiency is a direct path to better service. By empowering employees with instant access to accurate information, institutions like SELCO can improve first-call resolution rates, reduce handle times, and ensure a consistent member experience across all channels.

Moreover, AI is becoming a critical tool for navigating the complex web of financial regulations. AI-powered systems can help automate compliance workflows, track regulatory changes, and provide an auditable trail of information access, which is invaluable for risk management. This move from a reactive to a proactive compliance posture is a significant competitive advantage. The trend also points toward upskilling the existing workforce, providing them with powerful tools that augment their abilities rather than replacing their roles.

Future-Proofing Service Through Operational Excellence

The expected return on investment for SELCO extends beyond simple cost savings. By creating a scalable foundation for knowledge management, the credit union is future-proofing its operations. The platform's analytics will provide continuous insights into knowledge gaps, content effectiveness, and search patterns, allowing for data-driven improvements to training programs and internal processes.

Industry benchmarks for similar AI knowledge implementations are promising, often showing double-digit improvements in first-call resolution and significant reductions in agent training time. For new hires, having a structured, easy-to-navigate knowledge base can cut onboarding time dramatically, allowing them to become productive members of the team much faster.

Ultimately, every internal efficiency gained translates into a tangible benefit for SELCO's members. Faster, more accurate answers from staff, consistent policy application across branches and contact centers, and the ability for employees to resolve complex issues more effectively all contribute to higher member satisfaction and trust. This strategic deployment of AI is not merely a technology upgrade; it is a fundamental investment in the people and processes that define the member experience, positioning SELCO for sustained growth and service leadership in the years to come.