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"The multilingual Proto AI agent empowers consumers by providing an accessible channel for complaints, supporting the central bank’s commitment to financial service innovation."
"The National Bank of Rwanda is pleased to deploy the Proto customer complaints handling AI system. The Intumwa AI agent will include customers in their local languages and preferred messaging channels."
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Financial education and consumer protection delivered to citizens across all 10 provinces and the Mozambican diaspora.
"With Proto's AI agents, we have the opportunity to automate the complaints handling process and shift from a reactive to proactive approach that serves our people, strengthens accountability, and renews public trust."
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FNA and Proto won the G20 TechSprint 2025 award for their Anti-Scam Utilities solution, promoting rapid scam reporting and fund recovery.
Proto partnered the Securities and Exchange Commission of the Philippines to deploy the CAROL AI agent for 230,000 chats per year across webchat and Messenger.
The Insurance Commission of the Philippines uses Proto's AI agent to automate complaint intake, verify licensed operators, and deliver 24/7 consumer support in English, Tagalog, and Cebuano.
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Open bank account
#12A customer's request to open a new bank account, including identity verification, KYC checks, and account activation.
English
Info
Account application
Identity verification
Credit assessment
Account creation
Account activation
Add AI action
Add trigger
Co-pilot
Tester
I need you to build the full bank account opening flow. When a new customer submits an application, check if they already exist in our system and verify their identity documents.
Building a workflow…
Proto Assistant
Replies immediately
Agent connected
Hi – I can help you open a new bank account today. Could you share your full name and email to get started?
Ana Reyes, ana.reyes@email.com
10:02 AM
Thanks, Ana. Now I need to verify your identity – please upload a photo of your government ID.
Just sent it over.
10:03 AM
Verified. Running a quick credit assessment – you're pre-approved for a standard account.
Your account has been created and is now active – account number ending 4821. You're all set!
Type your message…
Chat
Voice
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All conversations
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Active priority chats
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Mia Clark
1115:18
Done — your new limit is active from today. Anything else I can help with?
Webchat
Andrew Grotzky
1114:02
Can I add my partner as a second cardholder?
Benjamin Walker
1113:41
My card was declined at the terminal this morning.
Webchat
Anna Grotzky
1112:58
Thanks, that resolved it!
Webchat
Customer #35115
1111:20
How long does a limit review usually take?
Webchat
Today
Hi, I would like to increase the limit on my credit card.
Translation English → Vietnamese
Xin chào, tôi muốn tăng hạn mức thẻ tín dụng của mình.
14:50
Mia Clark
You are eligible for a rewards card — Gold Rewards or Platinum Cashback. Which would you prefer?
Translation English → Vietnamese
Bạn đủ điều kiện nhận thẻ có phần thưởng — thẻ Vàng hoặc Platinum. Bạn muốn chọn thẻ nào?
15:15
You
I would like to go for the Gold Rewards Card, please.
Translation English → Vietnamese
Tôi muốn chọn thẻ Vàng Rewards, xin vui lòng.
15:17
Mia Clark
Done — your new limit is active from today. Anything else I can help with?
Translation English → Vietnamese
Xong — hạn mức mới của bạn có hiệu lực từ hôm nay. Tôi có thể giúp gì thêm cho bạn không?
15:18
You
Correct
Modify
Draft reply
Mediate
/ for templates and shortcuts
Thomas Anderson
Chat
Person
Co-pilot
Handled by
Proto assist
Team
Support team
Person
Mia Clark
AI Analysis
Credit limit increase request
The customer asked to raise their credit card limit. The assistant confirmed eligibility, offered two rewards cards and activated the new limit in the same conversation.
No handover and no follow-up ticket was needed.
The customer thanked the agent and accepted the offer without hesitation.
Details
Livechat ID
F73DHF83233
Channel
Webchat
Language
Vietnamese
AI agent
Proto assist
Status
Proto Assistant
Replies immediately
Agent connected
Hi, I would like to increase the limit on my credit card.
14:50
You are eligible for a rewards card — Gold Rewards or Platinum Cashback. Which would you prefer?
I would like to go for the Gold Rewards Card, please.
15:17
Done — your new limit is active from today. Anything else I can help with?
Type your message…
Chat
Voice
Powered by Proto
Live report
Open livechats
11
Open AI chats
167
Unassigned tickets
59
Open tickets
59
Average AI CSAT
4.4
Good
Average live agent CSAT
4.4
Good
Handoff abandonment
211
33%
Chats
New AI chats
200
New livechats
34
Tickets
New tickets
34
Perception
Data
Raw Data
Alerts
Sources
Categorization
Keywords
Data is displayed per Asia/Pacific timezone
Total scraped entries
3,367
Social media posts
2,156
64%
News site mentions
847
25%
App stores reviews
364
11%
Top mentioned keywords
Source
App store
Youtube
Keyword
BDO Unibank
Alpha bank
Maya bank
Sea bank
Tonik Bank
Count
312
287
241
198
156
13 keywords
Top mentioned categories
Source
App store
Youtube
Category
Banking
Finance
Technology
Retail
Entertainment
Count
423
318
276
214
187
11 categories
Top sentiment
Source
App store
Youtube
Sentiment
Positive
Positive
Positive
Positive
Negative
Count
512
398
287
234
176
5 entries
Usecases
From citizen engagement to patient support – one platform.
Citizen complaints from any channel and any language, routed into the supervisor’s queue with case history and a resolution clock attached.
View usecase
A dedicated centre that traces scam reports across banks and telcos, recovering victim funds within hours instead of months.
View usecase
Front-line queries answered instantly, so live agents are freed for the cases that actually need a person.
View usecase
Triage, booking and follow-up handled end to end, without the queue.
View usecase
Millions of conversations distilled into board-ready insight, updated as fast as the frontline generates them.
View usecase
A full case reviewed and a fair resolution proposed, grounded in the institution’s own policy and history.
View usecasePricing
The platform runs on plans. Voice API runs on prepaid credits, so speech usage never eats your plan credits.
AI agents, unified inbox, workflows, ticketing and analytics — priced per plan, billed monthly or annually.
Compare plansLocal-language text-to-speech and speech recognition, billed on its own prepaid credit balance rather than platform credits.
About Voice APIMediation is now live inside Proto's Inbox co-pilot – a dedicated mode that reviews a full case and proposes a resolution, grounded in an institution's own policy and case history.
Proto lives and works alongside our clients.
Kinyarwanda
Oshiwambo
Tagalog
Punjabi