FMSI launches plain-language AI tool for bank managers

FMSI, a Salt Lake City company that provides branch performance software to banks and credit unions, released two new premium features for its RelationshipOS platform on Monday. The additions, named Pulse and Surveys, aim to simplify how financial institution leaders access operational data and gather customer insights.

Pulse integrates AI analytics into the existing software stack. It allows users, including branch managers and executives, to ask questions about their operations in plain English. The system processes these queries using data and user permissions already present in the FMSI environment. Users can request specific information, such as staff productivity levels or wait time trends, and receive answers with accompanying charts in seconds.

The tool includes pre-built scorecards for metrics like lobby traffic, product performance, and cross-sell activity. FMSI clients previously reported that answering a single operational question often required pulling four to six separate reports and comparing figures manually. Pulse follows a beta program that FMSI began in July with VyStar Credit Union. Users can save their preferred views to personal boards to share with team members.

The second feature, Surveys, captures feedback from members and customers shortly after a visit. Each response is linked to the specific visit, branch, and staff member involved. This connection allows managers to identify areas for coaching and recognize consistent service across different locations. The system enables follow-up on poor experiences while the details are still recent.

Jacob Reeves, General Manager at FMSI, stated that branch leaders have historically had access to data but struggled to get quick answers. He noted that a chief retail officer can now ask which branch is busiest in a given week, see the result immediately, and pin it to a dashboard. Reeves added that Surveys connects the member's perspective to the specific staff member who handled the interaction.

Sean O'Neill, Head of Growth at FMSI, said credit unions often learn about negative branch visits only after they appear as online reviews. He explained that Surveys provides an opportunity to hear from the member first, allowing the institution time to address the issue. Both Pulse and Surveys are available now as add-ons for existing FMSI clients, who can schedule demos through the company's website.

FMSI has provided branch performance and workforce management software for more than 20 years. The company relaunched in late 2025 and currently serves over 140 financial institutions in the United States. Its tools cover appointment scheduling, lobby management, and staff analytics.