Red Rocks Credit Union Nabs the 2026 Applied AI Tekkie Award

By W.B. King

A traditional bot that simply follows rigid, pre-programmed rules and scripts wasn’t the answer for Red Rocks Credit Union. So, in November 2025, the $360 million Littleton, Colo.-based credit union introduced its 18,000-plus membership to something special: Roxie.

“Over the last several years, we have been intentional about building an institution that serves members well today and is prepared to serve them well in the future. Recognition like this belongs to the people across Red Rocks who have been willing to ask hard questions, challenge assumptions and keep members at the center of every decision,” Darius Wise, President and CEO, told Finopotamus after learning the credit union won the 2026 Applied AI Tekkie Award. This accolade recognizes credit unions that have successfully moved artificial intelligence (AI) or machine learning (ML) from the experimentation phase into production.

Described as a 24/7 voice-first virtual assistant, Roxie was designed to expand service capacity, reduce wait times and deliver more personalized support, Wise noted. And with Roxie onboard, he said employees can focus on meaningful, relationship-driven interactions.

“Like many credit unions, we saw member expectations changing. People want faster access to information, but they also want to know there is a real person there when it matters. At the same time, we wanted our employees spending more time on conversations that require judgment and guidance instead of repetitive tasks,” Wise shared. “The question was not whether to adopt technology. It was whether we could use it in a way that genuinely improved the member experience.”

An Intuitive and Efficient Experience

Members reach the conversational Roxie via phone. Roxie assists in banking tasks such as checking balances, reviewing transactions, finding branch information, and getting answers to common questions.

“Using AI, Roxie recognizes and responds to common banking requests in real time. Unlike traditional automated systems, it does not rely on rigid menus, allowing for a more intuitive and efficient experience,” Wise continued. “The system includes multifactor authentication to securely verify identity and protect member information during each interaction. It connects to internal systems to deliver accurate, up-to-date information instantly.”

Darius Wise

The results, he added, speak for themselves. Since launching, Roxie has handled more than 14,600 member calls. Adoption has reached 43 percent, reflecting strong and growing member usage, Wise added.

“Among callers with questions, 31% of inquiries are fully automated and 37%are partially automated, meaning 69% of callers receive automated support. This significantly reduces pressure on the contact center and improves efficiency,” he continued. “Member engagement has been steady, with 47% of callers actively interacting with Roxie throughout their calls.”

An average Roxie call is completed in 1 minute and 8 seconds, which has allowed members to get answers quickly without waiting on hold. “These results translate into meaningful operational impact. By handling routine inquiries, Roxie expands service capacity and allows employees to focus on more complex, relationship-driven conversations. This improves both responsiveness and the overall member experience,” Wise noted. “The initiative has generated more than $43,800 in return on investment through increased efficiency and reduced workload.”

Ask Better Questions

Roxie is an outgrowth of a business strategy Wise keenly follows: Define the problem clearly, involve the people closest to the work and be willing to slow down when the answer is not obvious.

“The most important lesson is that technology projects should begin with the member, not the technology. Every institution has different systems and different operational realities, but the discipline is the same,” he added. “Technology should solve a real problem for members, not simply keep pace with the industry.”

As Red Rocks CU looks forward, Wise’s team will continue to invest in digital banking, operational efficiency and technologies that make it easier for members to do business. “Every investment has to answer a simple question: Does it make our members’ financial lives meaningfully easier? If the answer is yes, we will move. If the answer is uncertain, we will slow down and ask better questions,” he told Finopotamus.