Meet Brooke

Brooke is a virtual assistant — not an actual person — created to streamline the member experience by providing instant access to RBFCU information and resources using artificial intelligence (AI).

Brooke uses artificial intelligence (AI) technology to understand your questions and provide a relevant and appropriate response from available information about RBFCU.

Since AI is a new and expanding technology, answers produced may not be accurate and the generated content is non-binding. RBFCU will continue working to make the experience better by using your feedback to improve answers over time.

Please note: Abusive behaviors and jailbreaking attempts (exploiting a flaw to change Brooke’s behavior and assistance) may result in your RBFCU membership and/or RBFCU Online Banking access being revoked.

You can access Brooke by selecting “askRBFCU” in the top-right corner of rbfcu.org, or with the chat icon in your Online Banking account or the RBFCU Mobile^® app.

Brooke can answer just about all your RBFCU questions! Brooke can give you step-by-step guidance on how to perform transactions in Online Banking and the RBFCU Mobile^® app, as well as provide information about RBFCU’s products and services, including loans, accounts and credit cards.

Brooke reviews available information from RBFCU’s website, products and services content, and documents to find the best answer based on your question or topic.

No. While you can access Brooke in the RBFCU Mobile^® app, Brooke is also available by selecting “askRBFCU” in the top-right corner of rbfcu.org or the chat icon in rbfcu.org, or with the chat icon in your Online Banking account.

Try to rephrase your question or topic using clearer, different or more specific words.

You can also ask Brooke to connect you with a Member Service Representative during business hours.

When Brooke says “Sorry I couldn’t be of more help. Please try rephrasing your request, or select an option below,” this message means that Brooke couldn’t find information matching your question or topic in the data sources to which it has access.

Here are some reasons that your question or topic may not have produced an answer:

• It’s too broad or vague for Brooke to understand and provide an answer
• It’s too complex for Brooke to understand and provide an answer
• It’s not related to RBFCU’s products, services or policies
• It’s regarding information that RBFCU does not disclose or provide publicly

If you get this message, please try rephrasing your question or topic with simpler, clearer, different or more specific words. You can also request assistance via chat from an RBFCU representative during business hours.

Yes, Brooke is available to chat with you 24/7.

After each interaction, you’ll have the option to rate your experience by selecting the thumbs-up or thumbs-down icon under each interaction. Providing feedback will help us improve Brooke’s responses.

It helps Brooke improve if you provide feedback on every interaction — whether it was helpful or not. A team reviews the feedback and refines Brooke’s responses to make sure that it’s providing you the most up-to-date information.

RBFCU collects data in accordance with our Privacy Policy, and uses the data to evaluate and improve the Brooke AI tool. Your personal data is private and secure. Personal data is not used to train any AI models.

Absolutely. The security of your information is one of our top priorities at RBFCU, and Brooke follows strict data privacy and security protocols in line with RBFCU policy and relevant data-protection laws.

Like all RBFCU Member Service interactions, we log chats with Brooke to monitor for quality assurance, and to identify opportunities to improve Brooke’s responses and accuracy.

Yes. Brooke is designed to assist our Member Service Representatives with routine inquiries and enhance efficiency but does not replace human expertise or decision-making. Our friendly representatives will still be available if you need them; just ask!