Serving Every Member, In Every Language

FCFCU serves a diverse community across Massachusetts, including a significant number of members whose primary language is Portuguese or Spanish. As non-English messages began arriving more frequently in the contact center, the team’s go-to was Google Translate on a personal cell phone or looping in whichever bilingual colleague happened to be available that day. It worked, but it wasn’t exactly a smooth process.

“If they were sending a message in another language and I needed to translate it, we’d have to go to Google Translate, plug it in, see what it says, reply in Google Translate, and then have someone check it. Sometimes it just didn’t translate properly and we’d have to ask the member to call in.” – Dina Melo, First Citizens Federal Credit Union

Beyond the friction, the team was cautious about the inaccuracies of these methods as well. They sought a way to communicate fluently and securely with every member, without ever leaving the Narmi platform or using outside tools like asking another person to assist. 

Narmi’s AI Secure Messages feature gives contact center staff an AI assistant built directly into their messaging workflow. It was designed to help agents draft cleaner, more professional responses by summarizing context, suggesting replies, and keeping the tone consistent. That was the use case Narmi had in mind.

FCFCU discovered another one entirely. During a conversation about the platform’s capabilities, Adrienne Watson realized the AI assistant could just as easily translate an incoming message from Portuguese or Spanish into English, then help compose a response back in the member’s language, all without leaving Narmi. Keeping the workflow inside Narmi’s platform addressed those security concerns directly.

“I like the translation process better living in the Narmi platform, rather than using ChatGPT or Google Translate. The information stays in one place, making it feel more secure and easier to use.” — Adrienne Watson, First Citizens Federal Credit Union

Beyond translation, the workflow taps into something FCFCU has spent three years quietly building: a Secure Messages template library covering their most common member inquiries. Those templates can now be translated on the fly, so even high-volume response workflows stay fast and consistent for members who prefer a non-English language. For a team whose mission is to positively and meaningfully impact members’ lives, being able to do that in any language is exactly the point. 

1. FCFCU’s contact center can now respond to non-English member messages directly within Narmi’s digital banking platform, without relying on personal devices, external tools, or the availability of a specific bilingual team member. 
2. Responses are drafted and reviewed inside a secure, trusted environment, which gives staff members confidence and members a consistent, professional experience in their preferred language.
3. FCFCU saw a problem their members were having and found a solution hiding in plain sight, exposing their proactive response model in serving their members with the utmost quality.