AICX for Financial Services

Proto CX automation for financial customer experience

Financial operators and regulators deploy Proto’s AI Customer Experience (AICX) solution to decrease support costs and improve financial inclusion across language, geography, and gender.

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Development Bank of Rwanda
FNB Zambia
Philippines Department of Trade & Industry
Multibank Group
Bank of Zambia
National Bank of Rwanda
Central Bank of Liberia
Bank of Ghana
Central Bank of the Philippines

Financial sector benefits

Leverage trusted solutions

Proto's AICX platform has been deployed across over 2,000 financial institutions worldwide.

Scale consumer financial literacy

FNB Zambia automated 44% of customer query resolution in the first week of deployment.

Accuracy for local languages

The Central Bank of the Philippines achieved 92.84% classification accuracy for Tagalog.

Digital Banks

Digital Banks

Challenger banks deploy Proto’s AI Customer Experience (AICX) solution to scale financial services rapidly without the high cost of multilingual contact centres.

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FX & Crypto

FX & Crypto

Foreign and cryptocurrency exchanges deploy Proto’s AI Customer Experience (AICX) solution to build trust with automated complaint handling and KYC processes.

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Rural banks and small lenders deploy Proto’s AI Customer Experience (AICX) solution to improve access to basic financial services across language, geography, and gender.

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Financial Insurance

Financial Insurance

Insurance providers deploy Proto’s AI Customer Experience (AICX) solution to decrease the cost of the claims process with automated data collection.

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Chat banking automation for digital payments in the Philippines

GoodPay’s chatbot Gab is built with the Proto AICX platform for local languages, in order to support the Philippines’ financial inclusion strategy of bringing 70% of the nation into banking and digitizing 50% of payments by 2023. The chatbot has handled 49,850 messages since its deployment.

Our mission to empower hardworking families starts by bringing everyday usefulness to people across the country, in cities and in the provinces. Breadwinners are earning and collecting payments more than ever through social media, and across far-flung distances. Financial inclusion starts by adapting to how people really transact with each other, in conversations and by texting – not by forcing adaptation to unfamiliar digital tools.
Sylvester Wong
CEO, GoodPay

Automating digital chat banking for underserved consumers

Financial operators use Proto's CX automation to deliver automated banking services for account setup, KYC, and payments. The solution also automates repetitive customer support queries across local languages and underserved populations.

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Omidyar network
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24/7 x 365 contact center automation

Proto's AICX platform automates 100% of contact centre operations with chatbots, livechat, ticketing, CRM and analytics, and hybrid hosting.

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What is AICX for financial services?

AICX allows banks, insurance providers, microfinance institutions, and other financial providers to automate customer support at scale, freeing up administrative teams to handle more complex customer queries.

Proto offers AICX uniquely tailored for financial service providers looking to automate service in low-resourced languages such as Tagalog, Kinyarwanda, and Twi. Proto’s regulatory partnerships with central banks power the Proto platform with industry-specific language data and deep knowledge of regulatory requirements.

Proto’s AI Customer Experience (AICX) platform for finance can also provide service at scale across over 15 channels, including SMS. This helps financial service providers meet financial consumers where they are 24/7 to keep them informed and empowered in their financial decisions.

How is CX automation used for financial services?

CX automation for financial services helps streamline customer service tasks, including managing and triaging conversational AI chats with customers. It can:

  • Answer frequently asked questions
  • Scale consumer complaints
  • Assist with mortgage and loan calculations
  • Digitize everyday banking and payments
  • Track customer engagement for personalized support

Proto’s AICX can also monitor automation performance and customer engagement with location-based data and other analytics, giving financial service providers an understanding of support success at different branches.

What are the advantages of using AICX for financial services?

AICX for financial services organizations helps assist customers at scale without increasing administrative costs. With rapid support and timely notifications, AICX for finance offers many advantages including:

  • Faster, more convenient customer service
  • Expediting complaint and reporting processes
  • Making financial information and services more accessible
  • Reducing human error on administrative tasks

Proto can also be maintained without advanced technical knowledge — so new functionality can be added easily as banking services change.

What are the advantages of Proto’s solution over other CX automation providers?

Proto’s CX automation platform offers support for underserved and rare languages. While most CX automation is only available in common languages, Proto can communicate in languages such as Tagalog, Kinyarwanda, and Twi, as well as mixed languages such as Taglish.

With multilingual support, Proto can categorize and triage customer queries based on language, streamlining financial assistance. Proto also offers local channels such as Africa’s Talking, Line, and Zalo.

Where can I find more information about Proto?

For more in-depth information about how Proto can help financial service providers, take a look at our case studies.

For more information on how the Proto platform works, take a look at our documentation.

To try Proto, book a demo using the chatbot widget on the bottom right or sign up for a 14-day free trial.

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The Results


Contacts deflected / month


Minutes of reduced customer
wait time / month


Contact centre savings / month


Return on investment
in first year of Proto AICX

AICX results based upon averaged customer data.
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