Constant AI, based in the United States and specialized in credit union loan operations, recently introduced Nia, an AI agent designed to automate the entire skip-a-pay request process for credit unions and community banks. This automation covers interactions from initial member contact through core system updates without requiring staff involvement.
Skip-a-pay programs enable borrowers to postpone a payment at a cost, and are widely offered by most credit unions. Historically, managing these requests has been resource-intensive, involving phone calls or forms for inquiries, reallocation of staff during peak seasons, and processing that often takes three to five days via queues. This delay poses a risk of members defaulting before their request is addressed.
Design and Integration
Nia operates on a deterministic state machine with an active conversational layer, setting it apart from retrieval-only AI solutions. The agent assesses each institution’s eligibility criteria in real-time, considering loan type, fee structures, and member-specific conditions. It checks these against the core system to approve or deny requests and updates the outcome directly within the core system. The entire interaction is concluded in minutes. Every decision made by Nia is documented, auditable, and transparent.
The underlying transactional framework has facilitated over 1.5 million automated transactions with credit union cores since its deployment three years ago.
Nia can be seamlessly integrated into Jack Henry Symitar and SilverLake, Fiserv DNA, and Corelation Keystone core systems, demonstrating SOC 2 Type 2 certification. It is available across various channels including voice, digital banking, chat, and text.
Michigan State University Federal Credit Union, an institution with assets exceeding USD 8 billion, has already adopted Nia. Constant AI has also been designated as the first fintech partner on Eltropy’s newly launched Agentic AI Platform, serving over 750 credit unions across North America.
Looking ahead, Nia is part of a series of specialized agents aimed at streamlining specific credit union workflows. Future additions will include agents for debt protection, CPI reversal, and other frequent member interactions.
Catherine York Powers, CEO of Constant AI, emphasized that Nia represents a live agentic AI system handling genuine conversations with every decision logged, governed, and explainable. Compliance and auditability were deemed critical design components.
