BELLEVUE, Ohio — Firelands Federal Credit Union said it has launched a new initiative using artificial intelligence to improve service for non-English speaking members, beginning at its Norwalk and Sandusky branches.
The $555-million credit union said in a statement it is partnering with Traduality, a Bloomington-based credit union service organization, to deploy language translation technology designed to allow staff to communicate directly with members in their preferred language during in-person visits.
Firelands FCU, which serves more than 36,000 members across Erie, Huron and Crawford counties, said the effort is intended to ensure all members receive consistent service regardless of language barriers, citing growing diversity in the communities it serves.
Real-Time Conversations
Through Traduality’s Fire Lingo platform, branch employees are able to hold real-time conversations with members without relying on third-party interpreters or requiring delays, according to the credit union. The system also includes a cloud-based component that allows the credit union to create multilingual marketing and educational materials.
“At Firelands FCU, our commitment has always been simple: every member deserves the same great experience, no matter what,” Brett Montague, president and CEO of Firelands FCU, said in the statement. “By bringing this AI technology into our Norwalk and Sandusky branches, we’re making sure that a language barrier never stands between a member and the financial support they need.”
First Phase of Broader Effort
The rollout marks the first phase of a broader effort by the credit union to expand engagement with non-English speaking residents and deepen relationships within its service area, the organization said.
“Firelands FCU embodies exactly what a credit union should be — a financial institution that genuinely cares about every person in its community,” Diego Achio, CEO and co-founder of Traduality, said in the statement. “We’re proud to support their efforts to make sure that no member has to navigate one of the most important aspects of their life — their finances — in a language that isn’t their own.”
