This page is available in English at this time.
africa
asia
financial
team

Emergent Payments and Proto partner to deploy chatbot payments across Africa's merchants

3 min

Accra, Ghana

Integrated solution between Emergent Payments and Proto to power pan-African payment processing with local language chatbots.

Africa's merchants face a major scalability dilemma as they expand payment services across their country and over borders. In nearly every country on the continent, merchants have no choice but to use these outdated payments processes:

  • Teams of human agents that collect cash from customers
  • Requiring customers to wait in long queues at physical payment points
  • Asking customers to travel to make cash deposits at traditional retail banks

This results is a poor customer experience, difficulties during reconciliation, and exclusion of local and historically-marginalized consumers. Emergent Payments overcomes this challenge by offering merchants a secure and reliable digital method to accept online payments and mobile money transfers sent by customers via secure webpages.

Similarly, customer support automation in Africa faced access problems, with chatbot languages limited to English, French and Portuguese – excluding the majority of native-speaking financial consumers who form the backbone of many developing economies in Africa. Recently, Proto’s localized chatbots for languages such as Twi, Kinyarwanda and Bemba powered the AI-enabled consumer engagement for central banks and financial service providers (FSPs) in multiple countries, with support from the African Development Bank.

Emergent and Proto recognized the demand from merchants to go beyond channeling customers into secure webpages. While useful, these pages also present an access problem for customers with limited internet access due to the gender and digital divides on the continent. Indeed, most customers prefer to use messaging apps such as WhatsApp and FB Messenger or SMS to engage in commerce, in line with the rapidly-growing chat banking trend.

The integrated solution to be deployed by Emergent across its merchants are multilingual chatbots capable of processing payments within the chat interface. This provides for a more inclusive and seamless native-language experience for customers.

Emergent Payments Managing Director Saqib Nazir said: "Africa's growing consumer base, including those at the bottom of the pyramid, are adopting mobile money as a means to pay for goods and services. We are excited to partner with Proto to offer localized payment processing for our merchants. Now, our merchants can localize their digital offering to speak the language of their customers.”
Proto CEO Curtis Matlock said: "Emergent and Proto are similar innovators, advancing financial service delivery in Africa. As we've both experienced, it is essential for merchants to offer their customers a 100% localized experience with seamless payments within the conversational interface.”

Emergent's integration with Proto’s AI Customer Experience (AICX) platform will be complete in October 2021, with chatbots deployable across merchants immediately.


About Emergent Payments

Emergent Payments is the pre-eminent payments provider for digital merchants expanding into high-growth markets, with full payments coverage in all major emerging regions in Asia Pacific, Latin America, Middle East and Africa. With a single integration, Emergent gives digital merchants access to hundreds of local payment methods around the world.


About Proto
Proto is the leader for inclusive AI Customer Experience (AICX) solutions for multilingual contact centres in emerging markets, with a vertically-integrated support automation product suite and proprietary natural language processing (NLP) engine for under-resourced and rare languages. Proto's deep-learning technology and regulatory partnerships maximize customer experience, protection, and lifetime value.

Free trial

Vanessa is the Head of Growth at Proto. She specializes in emerging market entries and multinational project management. To reach Vanessa, please write to her at vanessa@proto.cx.

Sign up today

Proto offer exclusive solutions. Share your info below and we'll get back to you with the best offer

Thank you for your interest in Proto product!
Our team will reach out to you shortly with more information.
(!) Something went wrong while submitting the form. Please try again.
Article
Team
Awards

Proto wins the 2019 Innovation Launchpad at iGaming Asia Congress

Proto wins the 2019 Innovation Launchpad Award at iGaming Asia Congress, the 2nd edition of Asia’s longest running C-level event for the online gaming industry.

Article
Solutions
HermesAI™

The Thai character confounding NLP engines

Proto broke the code as it includes Thai, the extremely difficult Southeast Asian language to its multilingual AI Customer Experience (AICX) solution.

Article
Team
Awards

Proto takes finalist position at AFI Global Policy Forum fintech showcase

Proto joined the list of 10 innovators chosen for their role in shaping the future of financial inclusion by the AFI Global Policy Forum's 1st fintech showcase.

Article
Partners

Proto partners with AIMS to empower Africa’s brightest machine learning graduates

Proto begins partnership with the African Institute for Mathematical Sciences (AIMS) empower Africa’s brightest machine learning graduates.

Article
Solutions
Financial

Africa’s central banks intend to deploy Proto's financial complaints automation for over 300M potential consumers

Africa’s central banks pick interest in Proto's financial complaints automation for over 300M potential consumers.

Article
Solutions

Proto releases AICX v2 product suite

Learn about the upgraded version v2 of Proto's product suite, with key features & language capabilities of its AI Customer Experience (AICX) solutions.

Article
Team

Sinitic is now Proto

Proto formerly known as Sinitic raises $2.1M for emerging market expansion improving customer experience and consumer protection.

Article
Partners

Proto partners with BFA Global for financial complaints automation solution at Africa's central banks

Automated solutions to help resolve customers complaints for Africa's central banks now made possible through Proto and BFA partnership.

Article
Solutions
Health

Proto provides free COVID-19 awareness chatbots to Global South healthcare services

Global South healthcare services leverage the free multi-lingual chatbots provided by Proto for COVID-19 awareness amongst the bottom-of-the-pyramid citizens.

Article
Solutions
Health

COVID-19 education chatbot launched for Nigeria’s Federal Capital Territory

Nigeria’s Federal Capital Territory (FCT) leverages Proto's solution provide support and educate the 2+ million multilingual residents of the city.

Article
Team

In 2021, AI customer experience is about inclusion

Proto leads as AI customer experience changes focus toward equality and inclusion for the year 2021 and the years ahead.

Article
Partners

MindwayAI and Proto partner up to localize responsible gaming

Mindway AI and Proto join forces in the launching of a multilingual virtual agent powered by GameScanner’s to localize responsible gaming.

Article
Solutions
Health

Proto to deploy multilingual chatbot for Ayurvedic medicare in India

Proto multilingual AI Customer Experience (AICX) solution adopted by Hempstreet, India’s leading cannabis-based Ayurvedic medicare provider.

Article
Solutions
Financial

African Development Bank and Proto to automate financial consumer protection in Ghana, Rwanda, and Zambia

Partnership between African Development Bank and Proto to automate financial consumer protection in Ghana, Rwanda, and Zambia.

Article
Partners

PaySwitch and Proto partner to provide conversational payment processing to Africa’s commercial banks

New partnership between PaySwitch and Proto to provide conversational payment processing to Africa’s commercial banks.

Article
Partners

Africa’s Talking and Proto partner to enable conversational financial services across Africa’s SMS networks

Proto provides African central banks and financial service providers with consumer support automation for African languages via SMS feature phones.

Article
Partners

Proto raises $1.8M seed round for emerging market expansion

Read how Yolo Investments boosts Proto’s expansion and position as a leader in inclusive chatbots and contact centre automation across emerging markets.

Article
Solutions
Gaming

3 questions for gaming operators before investing in machine translation for player support

90% of multilingual player queries should go to NLP-powered chatbots before using machine translation between gamers and agents.

Article
Partners

Emergent Payments and Proto partner to deploy chatbot payments across Africa's merchants

Integrated solution between Emergent Payments and Proto to power pan-African payment processing with local language chatbots.

Article
Team
Awards

Proto named to the Inclusive Fintech 50 by Visa, MetLife, IFC and Accion

Visa, the MetLife Foundation, Accion and the International Finance Corporation (IFC) of the World Bank Group recognized Proto as a promising early-stage fintech.

Article
Solutions
Financial

Central Bank of Liberia deploys chatbot to expand access to financial consumer protection

Central Bank of Liberia deploys Proto AICX to help financial consumers seek recourse against financial service providers.

Article
Solutions
Financial

GoodTech deploys Philippines chat banking with Proto’s AICX technology

Proto’s AI Customer Experience (AICX) solution for financial chat banking has been deployed by GoodTech across underserved communities in the Philippines.

Article
Solutions
Financial

Bank of Ghana expands access to financial consumer protection with Proto’s inclusive chatbot technology

Proto’s AI Customer Experience (AICX) solution for consumer protection has been deployed across 805 financial institutions in Ghana in partnership with the African Development Bank.