Bank of Mozambique scales financial literacy with AI across all 10 provinces

Live data at citizens' fingertips

Proto and Eclectics deployed an AI agent trained specifically on Mozambican financial policies, legislation, and central bank data. Critically, the agent is integrated directly with the bank's live data sources – pulling real-time figures across exchange rates, interest rates, inflation rates, GDP data, market statistics, publications, and credit status. Citizens and institutions get accurate, up-to-date answers without the need to navigate the bank's website or wait for staff responses.

The most queried topics reflect the breadth of demand: financial education leads by volume, followed by regulation and licensing, statistics, monetary policy, and markets. Citizens also use the agent to:

• search for employment vacancies at the bank,
• query financial inclusion initiatives,
• check supervision matters,
• look up credit registry information,

covering the full scope of what the central bank publishes and regulates.

Localised in Portuguese and available in English, the agent is deployed across the bank's website, WhatsApp, and Facebook – meeting citizens where they already communicate.

97% of users engage in Portuguese, and the service reaches all ten provinces and 25 cities nationwide.

Consumer complaints and protection

As the bank's digital presence grows, so does the volume of complaints reaching it about commercial banks and financial service providers. Prior to Proto, this process was entirely manual: the citizen must physically submit a form at the Central Bank, reception compiles the forms and forwards them to the relevant department. The whole process was taking months before cases are reviewed and resolved.

The AI agent provides a structured intake flow for citizens to file complaints:

• Capturing the institution name, issue type, and contact details,
• Auto-categorizing the collected information and capturing it within the platform,
• Automatically identifying the responsible financial institution for further escalaction and case assigment,
• Generating a ticket from the collected information with a reference number, and routing the case to the responsible institution or bank's complaint resolution team.

This workflow ensures that every complaint is documented, traceable, and acted upon. It allows the bank to:

• track complaint patterns across institutions and geographies ,
• track the complaint topics and identify inquiry surges,
• mediate the resolution if the financial institution fails to resolve the complaint on its own.

Serving citizens beyond borders

One of the most distinctive aspects of the deployment is its international reach.

32% of all users contact the bank from outside Mozambique. Members of the Mozambican diaspora use the AI agent to get answers on foreign exchange rates, international transfer procedures, authorised remittance operators, and card rules for use abroad.

This cross-border usage pattern validates a demand that previously had no structured channel: citizens living abroad who need reliable, up-to-date guidance from their central regulator. The AI agent – drawing on live exchange rate and credit status data – provides consistent, accurate responses regardless of where the user is located.