Kigali, 17 July 2025 – A bold new chapter in Rwanda’s financial services industry unfolded this week at the Rwanda Financial CX Leaders Roundtable 2025, where top executives from banks, fintechs, insurers, and microfinance institutions came together to explore how artificial intelligence can redefine customer engagement and rebuild trust – especially in a multilingual society.
Hosted by Proto, a provider of AI-powered multilingual customer support solutions, the event took place at the Norrsken innovation hub and marked a shift in how institutions approach operational efficiency, customer protection, and regulatory alignment in the age of digital transformation.
With growing public expectations and rising volumes of customer complaints, Rwanda’s financial service providers face mounting pressure to deliver faster, more transparent, and locally relevant customer service. At the roundtable, the message was clear: AI – when designed ethically and deployed in local languages – can be part of the solution.
AI for inclusion: more than a buzzword
From live demos in Kinyarwanda to frank discussions on deployment risks and data sovereignty, the roundtable revealed that inclusion and compliance are no longer optional – they’re strategic imperatives.
Proto showcased its AI tools’ ability to understand and respond in local languages, sparking conversation on how this technology can bridge gaps in accessibility and trust. The demo drew strong interest from executives focused on reaching customers across Rwanda’s linguistically diverse population and rural regions.
“AI isn’t here to replace professionals,” observed Pamela Musimwa. “It’s here to give them back the time to do what AI can’t – build relationships, show empathy, and solve complex human problems.”
Didier Nkurikiyimfura of Smart Africa framed the event within the broader context of Rwanda’s leadership in ethical AI adoption. He emphasised the country’s commitment to building the infrastructure, policy, and governance frameworks needed for AI to flourish responsibly.
That sentiment was brought to life by Lionel Ngendakuriyo from the Rwanda Social Security Board (RSSB), who shared the institution’s transformational journey toward a “zero trip, zero paper” experience for citizens. He outlined how RSSB is leveraging AI to digitise service delivery end-to-end – reducing bureaucracy, cutting wait times, and putting citizens at the centre of the experience. Ngendakuriyo emphasised that such transformation requires early planning, cross-functional alignment, and a commitment to long-term institutional change.
Moving beyond outsourced complaints
One of the most urgent topics at the roundtable was the increasing reliance on third-party complaint-handling systems – often slow, inefficient, and disconnected from customer realities. Proto presented a compelling alternative: institution-owned, multilingual AI platforms that allow financial service providers (FSPs) to regain control of their service channels.
From ISO 27001 and SOC 2 compliance to on-premise hosting and custom Kinyarwanda models, Proto reiterated its commitment to helping institutions meet regulatory requirements without compromising performance or privacy. The company supports deployments with dedicated language models hosted entirely within the client’s infrastructure. These models do not share data externally or interact with third-party large language model (LLM) providers – ensuring full control, data sovereignty, and compliance within regulated environments.
This approach resonated strongly with institutions exploring ways to modernise their service architecture without introducing unnecessary data exposure or vendor dependency.
Looking ahead
The Rwanda Financial CX Leaders Roundtable marked a meaningful step in the national conversation around ethical, inclusive AI adoption. Institutions left the forum with a clearer understanding of how multilingual tools – when designed for local context and regulatory realities – can support better service, deeper trust, and greater resilience.
"Proto has opened doors in Rwanda to better support and collaborate with institutions looking to improve customer or citizen engagement,” said Noella Kajeneri, Proto’s Managing Director for Africa. “With our local presence, we’re well-positioned to deliver multilingual AI solutions that are context-aware, compliant, and built for impact."
