Financial Center, a leading Indiana-based financial institution, is making history as the first credit union in the nation to implement AI-powered, real-time translation technology. In partnership with Traduality, a Bloomington-based language solutions provider, Financial Center has launched an innovative pilot program aimed at empowering non-English-speaking members and promoting inclusivity in banking.
The pilot program, launched at the Credit Union’s busiest and most diverse branch, features Traduality’s Fire Lingo Tablets that allow employees to deliver a seamless, personalized member experience in Spanish, Haitian Creole, Chinese, Korean, and French. The implementation of Fire Lingo tablets makes Financial Center the first financial institution nationwide to deploy secure, data-compliant AI language technology for real-time, one-on-one interactions with non-English-speaking members.
The pilot program introduces tablets in branch locations, enabling employees to initiate real-time, two-way translations at the touch of a button. Employees can speak in English, and the technology instantly translates their words into the member’s preferred language. Members can then respond in their own language, with the system seamlessly translating back into English for the employee, creating effortless and inclusive communication.
“Inclusive Banking is a key pillar of our strategy,” said Dusty Simmons, EVP of Strategic Operations. “It’s an honor to be the first credit union in the country to go live with an in-branch pilot of Traduality! We are launching this in our most-visited branch to provide our employees with a better, faster, and easier way to communicate with our non-English-speaking members. We’re excited to roll this out in our additional branches in early 2025 and hope to continue growing our partnership with Traduality.”
In addition to the Fire Lingo Tablets, Traduality is helping Financial Center create multilingual content, including translated documents, marketing materials, and member resources. By embracing this dual approach, the Credit Union is eliminating barriers for non-English-speaking members and promoting a more inclusive community for all.
Financial Center emphasizes that this technology is not a substitute for hiring bilingual talent but a tool to support employees and reduce the workload associated with frequent translations. This allows bilingual team members to focus on their primary roles while ensuring non-English-speaking members still receive personalized service.
“Traduality’s Fire Lingo technology helps regulated institutions take strategic steps toward proactive inclusivity,” says Diego Achio, CEO and Co-founder of Traduality. “Our goal is to make credit unions effective at serving and bringing in more non-English members while empowering both employees and members to engage meaningfully. Financial Center’s leadership in adopting this technology is a testament to their commitment to their diverse community.”
The pilot is a natural progression of the Credit Union’s journey in serving the international community. By late January 2025, the Fire Lingo Tablets will be available across all nine branches. Simultaneously, Traduality is working to integrate its AI-powered language capabilities into the Credit Union’s contact center system, enabling members to receive phone support in their native language without relying on third-party translation services.
This initiative aligns with insights from Financial Center’s International Advisory Council, which includes civic and community leaders who guide the Credit Union on best practices for the international community. The Council has expressed enthusiasm for the launch, noting its potential to empower both employees and members.
By implementing Traduality’s Fire Lingo technology, Financial Center is setting a new standard for inclusivity in the financial industry, ensuring every member feels welcome and supported, regardless of the language they speak and their cultural background.
