Blog
Citizen support and redress in digital public infrastructure
How governments can build citizen redress and fund recovery as core digital public infrastructure – a trust layer, stakeholder strategy, and liability waterfall model based on live deployments across Africa and Asia.
Introducing Mediation
Mediation 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.
How we enable regulators to manage complaints across hundreds of institutions
How Proto helps regulators match complaints to the right institution, resolve and mediate cases in one inbox, and turn the data into sector-wide oversight.
Proto combines social media monitoring and AI agents for government and business
Proto's Perception module monitors public sentiment across social media and news, surfacing issues early for government and business response.
Insight Advisor: AI agents for policy making
Insight Advisor lets policymakers ask natural-language questions and instantly receive text and visual insights from multilingual, real-time institutional data.
Workflow co-pilot, priority chat assignment, and Voice API billing – July 2026
July brings a workflow co-pilot for building AI agents by chat, priority chat assignment, and dedicated Voice API billing, plus analytics and test chat improvements.
NLP and LLMs in customer-facing AI for low-resource languages
Proto's dual-layer AI uses a purpose-built NLP model for intent classification and an LLM layer for knowledge retrieval, enabling reliable low-resource language deployments.
Introducing Voice API: local language text-to-speech and speech recognition
Proto launches Voice API – text-to-speech and speech recognition for Kinyarwanda, Tagalog and more, with its own credits and usage dashboard.
Proto and Xymbolic partner to bring AI agent workflows to Central and North Luzon
Proto and Xymbolic partner to extend AI agent infrastructure for government and enterprise clients across Central and North Luzon.
Proto and MCS Security Solutions partner to expand AI agent reach in Southern Africa
Proto and MCS Security Solutions partner to bring AI agent infrastructure for consumer protection and complaints to Southern African financial institutions.
Why now is the time to give instant payment systems a trust layer
A trust layer is essential now to prevent fraud and ensure instant payments in Africa are safe and recoverable.
Inbox copilot, mediation mode, and CC on Inbox messages – June 2026
June introduces an Inbox copilot with a deeper mediation mode, a live agent activity timeline, and CC on Inbox messages, plus webchat domain whitelisting and several smaller improvements.
Proto and InventLabs partner to accelerate AI agent deployment in the Philippines
Proto and InventLabs partner to quickly deliver AI agent solutions for Philippine telecom and quick-service sectors, supporting local languages and kiosk channels.
How GiveDirectly is using Proto to bring AI to rural Rwanda – in Kinyarwanda
GiveDirectly used Proto's Kinyarwanda API to reach rural Rwandans on WhatsApp – 21,000+ interactions, round the clock, in their own language.
Full-screen webchat, AI agent redesign, and Inbox activity log – May 2026
May brings a new full-screen webchat deployment channel, a redesigned AI agent module, and a new activity log in the Inbox. The month also delivers fixes to email threading and chart readability in conversations.
GICF and Proto deliver AI-augmented contact centres for Filipino customers
Global Integrated Contact Facilities joins the Proto reseller programme, deploying AI agent-powered contact centre solutions across banking, healthcare, telecom, retail and logistics in the Philippines.
Where Proto is taking financial complaint management next
Proto is building an AI agent mediation engine into its platform – trained on regulatory policy, national law, and case history – to help supervisors resolve financial disputes consistently, at scale, and as a core component of digital public infrastructure.
Patient experience as revenue driver
How AI agents are closing the gap between clinical reputation and patient experience – reducing operational load, improving continuity of care, and building the preference that drives repeat visits and referrals in concentrated private healthcare markets.
Proto and Apex Business Solutions partner to expand AI agent deployment in Namibia
Proto and Apex Business Solutions partner to deploy AI agents across Namibia’s financial institutions and public sector – combining local advisory expertise with enterprise-grade AI technology.
Workflow versioning and database connectivity for AI agents - April 2026
April brings a major expansion of AI agent capabilities – from database connectivity and SQL-powered actions to dynamic chart generation and workflow versioning. Also delivering more webchat customization options.
Proto at the Namibia International Cybersecurity Conference
Proto contributed to three sessions at the Namibia International Cybersecurity Conference in Windhoek, covering anti-scam infrastructure, scam reporting-to-recovery, and regulatory governance for national asset protection.
Medfam hospital network deploys Proto AI patient experience agents
Rhino Park Private Hospital and Welwitschia Hospital deploy AI patient experience agents on WhatsApp and webchat – automating pre-admissions, queries, and surgical guidance across a connected care network.
Extended AI agent capabilities with new workflow actions - March 2026
March brings significant AI-powered additions to the platform – auto-categorisation of chats, AI analysis for tickets, new LLM processing action for AI agents, ticket escalation. team auto-assignment and more.
Transitioning to sovereign and sustainable AI in Namibia
Regulators and public institutions gathered at the Bank of Namibia to discuss transitioning AI-powered citizen services from a donor-funded pilot to shared national infrastructure.
Local language API and voice improvements - February 2026
February expands voice capabilities across channels and external integrations, brings colour theming to Analytics, and delivers a broad set of filtering, billing, UI consistency, and reliability improvements across the platform.
Conversational AI in healthcare: how AI agents are transforming patient experience
How conversational AI is transforming healthcare – from AI appointment booking to multilingual patient communication. Use cases, safety requirements, and evaluation guide.
Muraho! Proto voice AI agents now speak Kinyarwanda
Kinyarwanda voice support for AI-powered voice assistants – natural ASR and text-to-speech that helps organisations deliver accessible, local-language service across messaging channels and high-volume workflows.
Proto and Tazama partner to combine scam detection and reporting
Proto and Tazama are collaborating to connect open transaction monitoring with real regulatory workflows – linking financial crime detection to supervision, investigation, and consumer redress in live environments.
AI analysis and improved visibility controls - January 2026
January introduces AI analysis – automated conversation summaries plus sentiment and emotion insights – alongside improved inbox visibility, more granular analytics access, and a set of export, filtering, and reliability updates.
Ongiini? Proto voice AI agents now speak Oshiwambo
Proto has launched its voice AI technology for Oshiwambo, enhancing communication in key sectors and empowering underserved communities in Namibia.
CSAT analytics and extended local language support – December 2025
Adds Kinyarwanda and Oshiwambo VoiceAI support, AI agent switching on WhatsApp and Messenger, a redesigned CSAT analytics experience, plus export and reliability improvements.
Proto delivers voice AI for underserved languages with Canada's ScaleAI funding
Proto, supported by ScaleAI, enhances voice AI for underserved languages, bridging digital divides in Africa and Asia with automated speech recognition technology.
Namibia launches AI agents for citizen support and complaint resolution
Namibia’s government is launching Proto's AI agent system to streamline citizen support and enhance consumer protection.
Real-time insight and conversation language control – November 2025
This release improves live analytics visibility, multilingual control, and webchat integrations, alongside continued enhancements to people management, inbox usability, and analytics reliability.
Bank of Mozambique deploys Proto’s AI agent to improve financial education and consumer protection
Banco de Moçambique has deployed a multilingual AI agent powered by Proto to improve access to reliable financial information and strengthen consumer protection.
Rwanda’s government and Proto partner to deploy integrated AI citizen support agents
Proto partners with Rwanda’s government to deploy AI citizen support agents, enhancing trust in public services through automated engagement and complaint resolution.
Proto and FNA win the G20 TechSprint’s cybercrime and fraud solution award
FNA and Proto won the G20 TechSprint 2025 award for their Anti-Scam Centre platform, promoting rapid scam reporting and fund recovery.
Product improvements to support growing deployments – October 2025
We’ve introduced key improvements in multi-teamspace inbox management, chat and ticket analytics, and VoiceAI personalisation, alongside broader data control enhancements and platform stability fixes.
Refining quality, security, and usability – September 2025
Smarter AI agent handovers, full action edit history, adaptive response formats, and improved reliability – all designed to keep conversations smooth, secure, and natural.
AI assistants – Proto and Flex partner to advance financial inclusion in Tanzania
Proto partners with Flex to enhance financial inclusion in Tanzania through multilingual AI assistants and unified support across various channels.
FNA and Proto shortlisted for G20 TechSprint with breakthrough anti-scam centre
Proto and FNA have been shortlisted for the G20 TechSprint 2025 with their innovative solution for fraud prevention and fund tracing.
Proto contributes to future of regulatory compliance technology at BIS Innovation Summit 2025
Proto showcased how AI-driven citizen engagement enhances regulatory compliance and inclusion at the BIS Innovation Summit 2025 in Basel.
PhilPlans enhances customer experience with Proto deployment
PhilPlans boosts customer experience with Proto’s AI assistant – cutting response times, reducing errors, and doubling sales leads across pension, education, and memorial plans.
Major updates across voice, inbox, and reporting – August 2025
We've introduced key improvements in AI assistant switching, agent availability, and enhanced training workflows, alongside various bug fixes.
TMC South Luzon deploys AI customer experience platform for patient engagement
The Medical City South Luzon partners with Proto to deploy an AI customer experience platform with multilingual support, voice messaging, and automated FAQs – transforming patient engagement across Southern Luzon.
Proto powers new digital support platform for iPak-Treasure-Island in Visayas and Mindanao
iPak-Treasure-Island enhances customer support with Proto – enabling multilingual order taking, FAQs, complaints, and live chat across Messenger and webchat.
Healthway deploys Proto to improve the Filipino patient experience
Healthway Medical Network enhances patient experience in the Philippines with Proto's AI platform, ensuring inclusive and responsive healthcare services.
New tools to manage and test AI assistants – July 2025
We've enhanced ticket filtering, inbox delivery visibility, training modules, as well as rolled out several bug fixes for improved platform performance.
Financial sector leaders in Rwanda unite to reimagine trust and accessibility through AI
AI – when designed ethically and deployed in local languages – can be part of the solution to rebuild trust and improve customer engagement in Rwanda's financial sector.
Scam resolution solution by FNA and Proto shared at Global Payments Week
Proto and FNA are equipping countries with a scalable scam detection system that connects multilingual citizen reporting to real-time fund tracing – delivering trust, speed, and results for financial authorities.
Faster experiences and expanded capabilities – June 2025
We’ve introduced new features to enhance your AI experience, including new VoiceAI channels, conversation tester, ticket export options, and platform improvements.
Proto to speak on AI fraud tracing at World Bank Global Payments Week
Proto CEO Curtis Matlock to speak at the RegTech for Fraud Management panel during the World Bank’s Global Payments Week 2025 in Brazil.
Namibia's citizens to receive AI assistance and complaints resolution
Proto is expanding its AI-based citizen support in Namibia to automate engagement and complaint resolution, enhancing consumer trust.
Improving conversations and operational insight – May 2025
We've rolled out major updates to enhance your AI experience, including VoiceAI with ASR/TTS, live rep CSAT ratings, LLM prompt scripting, and more.
FNA and Proto to arm countries with end-to-end fraud recovery
A new partnership between FNA and Proto aims to enhance fraud recovery by enabling faster and more effective reporting for financial scam victims.
How AI supports customer service, risk management, and forecasting in finance
AI for finance enables smarter decisions, risk management, and automation in banking and accounting. Learn how financial teams use AI in practice.
Mactan Cebu International Airport deploys Proto’s AI passenger assistant
Mactan-Cebu International Airport has deployed Proto’s AI assistant to enhance navigation and customer experience for its 12 million annual passengers.
Mabuhay! Proto voice AI agents now speak Tagalog
Proto is proud to announce the launch of its advanced voice AI technology for the Tagalog language, enhancing accessibility for over 28 million native speakers.
Let’s talk local: Proto releases voice AI for underserved languages
Proto has released groundbreaking voice AI technology designed specifically for underserved local languages, improving accessibility across various sectors.
Platform enhancements for scale and control – April 2025
We’ve introduced new features to enhance your AI experience, including post-chat surveys, LivingMap integration, and more.
Smarter automation and workflow upgrades – March 2025
We've introduced powerful updates to enhance your AI experience, including AI reply ratings, People API, smarter assignments, new channels, and key bug fixes.
Proto contributes to the Digital Governance Revolution at GOVX.0 Manila 2025
Proto showcased its AI platform at GOVX.0 2025, enhancing citizen engagement through multilingual AI assistants for improved government services.
Proto sponsors AI Connect Hackathon 2.0 with Irembo in Rwanda
Proto is proud to support the AI Connect Hackathon 2.0, bringing together top AI developers to create solutions for real-world challenges in Africa.
World Consumer Rights Day: Proto in the Philippines
Proto’s commitment to inclusive AI ensures that local languages are not only preserved but actively integrated into digital services.
Strengthening reliability and performance – February 2025
We've made key product enhancements to elevate your AI experience, including comprehensive Analytics module, streamlined billing management system and more.
Picture this: Proto’s AI assistants use image recognition to solve customer problems
Proto’s AI assistant delivers faster, more accurate support by interpreting complex visuals, improving the customer experience for EV drivers.
Ask the way: Living Map partners with Proto for AI navigation
Proto and Living Map have partnered to integrate indoor wayfinding into AI assistants, enhancing navigation in high-traffic venues like airports.
CFPB Shutdown: Ensuring consumer protection with AI
The shutdown of the CFPB has created a vacuum in global consumer protection, presenting both challenges and opportunities for modern AI-based solutions.
Proto partners with Voices to develop voice AI for underserved languages
Proto partners with Voices to create voice AI models for low-resourced languages, enhancing multi-language support in customer service across various sectors.
How a hospital created the leading personal AI patient experience in the Philippines
The Medical City South Luzon hospital used Proto's AI technology to streamline patient appointment bookings and overcome language barriers.
Product release: September 2024
Learn all about what's new in Proto's platform this month, including pre-chat forms, the ability to ban customers, automatic ticket creation, and more.
How customer journeys map onto chatbot design
Crafting effective customer journeys with the right technology can enhance customer retention and advocacy, leading to significant competitive advantages.
Manila Express deploys Proto AI agent for remittances to the Philippines
Manila Express, a trusted remittance provider for 35 years, implemented Proto’s AI solution to automate financial customer support for remittances from Canada to the Philippines.
Proto celebrates 75 years of Canada in the Philippines
Proto celebrates 75 years of Canada in the Philippines, showcasing its AI customer experience deployments for Filipino businesses and government agencies.
Eclectics and Proto partner to drive AI-based financial inclusion in Africa
Eclectics and Proto are excited to announce an upgrade to an exclusive partnership in Africa with a focus on financial services and digital banking. The partnership will leverage the Proto platform for more efficient financial services in Africa.
Proto raises $5.6M Series A for emerging market expansion
The Proto team is delighted to announce that it raised a $5.6M Series A round led by Mucker Capital for the global expansion of its AI Customer Experience (AICX) solutions. The round also had participation from current shareholder Yolo Investments.
National Bank of Rwanda wins the AFI Financial Inclusion Innovation Award
Proto is thrilled to be the NBR's technical implementation partner for the Intumwa consumer protection chatbot during this journey to strengthen consumer protection in Rwanda.
Empowering regulators from the Philippines to Rwanda with AI consumer protection
Proto’s AI Citizen Experience (AICX) solution has transformed the consumer protection process in countries in Asia and Africa, in line with the surge in newly banked populations driven by the global financial inclusion initiative.
Universal Storefront Services Corporation deploys Proto CX automation platform in partnership with Confabia
Universal Storefront Services Corporation (USSC) deploys the Proto CX automation platform to serve Filipino financial consumers.
The Securities and Exchange Commission deploys Proto CX automation across the Philippines
The Securities and Exchange Commission deployed Proto CX automation across the Philippines to streamline citizen support for queries and complaints.
Proto receives $1.45M from FedDev Ontario
Proto received a $1.45M contribution from FedDev Ontario in Canada to expand its AI-enabled CX solutions for low-resourced languages in Africa and Asia.
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 recognised Proto as a promising early-stage fintech.
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.
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.
15‑minute live demo
