Case Study: First Citizens' Federal Credit Union streamlines multilingual secure messaging with Narmi AI

First Citizens' Federal Credit Union streamlines secure multilingual messaging with Narmi

First Citizens’ Federal Credit Union partnered with Narmi to modernize its digital banking. The credit union faced a challenge serving its diverse community, as its contact center struggled to efficiently and accurately handle secure messages from members who primarily spoke Portuguese or Spanish, having to rely on external translation tools and bilingual staff availability.

Narmi’s solution utilized the AI Secure Messages feature within its platform. This allowed agents to translate incoming messages and compose responses directly within a secure workflow, eliminating the need for external tools. Narmi’s implementation enabled consistent, professional communication in members’ preferred languages, improving both operational security and the quality of member service.

First Citizens' Federal Credit Union