In this episode of The Association Insights Podcast, we wrap up our August series on artificial intelligence with a standout example of AI in action. Host Colleen Gallagher sits down with Dave Dellin, Chief Executive Officer of the American Paint Horse Association (APHA), to explore how a tech-forward mindset is transforming a legacy association. 

From reducing call volume to enhancing 24/7 member support, Dave shares how APHA’s AI-powered chatbot, BeccaBot, is making life easier for both members and staff—and what’s next as they plan to use AI across their digital ecosystem.

🎧 Whether you're leading a small staff or managing a large membership base, this episode offers smart, grounded insights into how associations can implement AI with intentionality, purpose, and clear member value.

Key Highlights:

Why AI, Why Now?: Dave shares what drove his team to explore AI in the first place—and how curiosity, peer learning, and strategic pain points led to a practical use case that delivered results.

Meet BeccaBot: Named in honor of APHA’s founder, BeccaBot is an AI-powered chatbot trained on 400+ pages of complex rulebooks and website content—offering clear, accurate answers to more than 1,000 member questions each month.

Staff Impact: 36% Fewer Calls: With over 4,000–6,000 member calls per month, BeccaBot has helped reduce call volume by more than a third—giving staff more time to focus on meaningful member support.

Better Insights, Better Service: From flagging confusing processes to identifying member pain points in real time, Dave explains how BeccaBot is also helping APHA streamline operations and improve service design.

What Makes a Good Chatbot?: Dave breaks down the key lessons from months of training, testing, and refining BeccaBot—and why not all chatbots are created equal.

Beyond the Bot: What’s Next for AI at APHA: From personalized content to smarter classifieds, Dave offers a peek into how APHA is exploring AI to strengthen member engagement and create new digital experiences.

Advice for Association Leaders: If you're still on the fence about AI, Dave shares candid, practical advice for getting started—including how to identify use cases, vet vendors, and build internal buy-in.

🎧 Tune in for a real-world look at how one association is embracing AI with clear goals, thoughtful implementation, and a deep commitment to its members.

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Coming Soon: We’re continuing to sit down with top association leaders for real-world insights on what’s working, what’s changing, and how they’re navigating the challenges—and opportunities—ahead. Stay tuned!