Kinyarwanda
Oshiwambo
Tagalog
Punjabi
Proto has been named a finalist for Accion’s Trust by Design award, recognised at the Fintech for Inclusion Global awards alongside the Mastercard Center for Inclusive Growth and FMO Ventures. The recognition highlights Proto’s AI agents for grievance redress and scam reporting in local languages.
The solution
Low-literacy and underserved consumers face the steepest barriers when transactions go wrong: a scam, a denied claim, an unsettled transfer. Proto’s AI agents for low-resource languages automate intake across voice, WhatsApp, SMS, and web. Grievances are routed across financial institutions and regulatory agencies, without the barrier and expense of paper forms and call centres – ensuring the most vulnerable consumers have equitable access to recourse 24/7.
Why it was selected
Proto pairs resolution with visibility: consumers receive tracking IDs and status updates, while regulators receive sex-disaggregated analytics. The same monitoring approach supports supervisory decision-making, including Governor Insight Advisors. In Rwanda, this transparency helped track the doubling of complaints filed by women while sharply reducing resolution times. Proto’s integration of scam-related grievances into FNA’s fraudulent fund freezing was also recognised by the 2025 G20 TechSprint award for cybercrime and fraud mitigation.
Impact at a glance:
- 14M+ citizen interactions a year, roughly 89% resolved without a human, across 1.19M+ unique consumers.
- Female consumers filing grievances through Rwanda’s Intumwa AI agent rose from 10% to 20%.
- Average complaint-resolution time through Intumwa fell from 35 days to 4, via webchat and WhatsApp.
What’s next
Proto is leading a pathfinder project for a sustainable financial inclusion Trust Layer – grievance redress, fraudulent fund recovery, and scalable instant payment systems. This brings together proprietary and open-core technologies to ensure trust in payments DPI beyond 2030 for over 1 billion consumers. This work tackles sustainability planning so that the largest, complex LMICs may test and embed their own Trust Layers with proven models, including liability waterfalls and shared service infrastructure.