Proto for Consumer Protection
AI powered consumer complaints resolution
Drive rapid complaints resolution for citizens to increase consumer trust. Supervise consumer communication with businesses to detect misconduct across digital sectors.
My telecom is overcharging me. They keep ignoring my cancel requests.
I'm very sorry to hear that. This is certainly something I can look into. Which telecom provider and what product or plan?
Torus Mobile, the Monthly Plus plan.
Whole-of-government
50+
Government agencies deployed on Proto’s multilingual chatbots with integrated complaints process automation
Centralised supervision
5,000+
Service providers supervised via webchat embedding, email monitoring, and API integration with helpdesks
Widespread consumer reach
1M+
Interactions with consumers automated each year across local languages and messaging channels
Philippines
Meet BOB, the first central bank chatbot for consumer protection
The Central Bank of the Philippines faced scaling volumes of complaints, unresolved by financial service providers for months.
Solution
The Central Bank of the Philippines was the first financial regulator to deploy a complaints chatbot, eliminating a 6 month processing time and automating consumer interactions scaling over 100% each year. Consumers now have their complaints answered before 15 days by their bank, with the strength of the regulator intervening on their behalf.
See case study
Rwanda
Meet Intumwa, the leading financial complaints chatbot in Africa
The National Bank of Rwanda had to overcome a lack of consumer awareness about recourse options against their financial institutions.
Solution
The National Bank of Rwanda deployed this complaints chatbot with direct integration into consumer communication across 500+ financial service providers. Consumers can now access recourse directly through their bank, without needing to be aware of the regulatory framework. This access provides the central bank unparalleled supervision ability.
See case study
Consumer trust depends on supervisor intervention
Massive growth in digital service adoption has been followed by widespread harm, with research showing up to 90% of consumers suffering a protection challenge and 40% of financial customers in low income countries losing money.
The answer is AI-enabled complaints resolution with 24/7, instant supervision of consumer communications with regulated businesses.
Meet the Proto features enabling this solution.
Channels
Last-mile accessibility
Expand consumer awareness with access to complaints submission and information across messaging channels, including WhatsApp, Messenger, Viber, SMS, Telegram, LINE, and Webchat.
Messenger
DM
David Morales
17:59
David: I'm trying to apply a discount code, but it’s not working.
Viber
SW
Sophie Williams
02:11
Sophie: I followed the steps to cancel my subscription, but it’s still showing active.
Whatsapp
JT
Jessica Turner
15:48
Jessica: The instructions to reset my password aren’t working. I’ve tried multiple times, but I’m still locked out.
Webchat
AG
Andrew Grotzky
14:02
Andrew: I’m trying to update my billing information, but the system keeps giving me an error.
Analytics
Informed supervision
Monitor real-time analytics, customer sentiment collected from social media, and proactive alerts that identify key misconduct indicators.
Engaged customers
4590
23%
Livechat resolution time
15min
38%
Agent transfer rate
26%
4%
Chatbots
Constant relevance
Automate chatbot training from unlimited documents and webpages.
Upload File
Upload a file for chatbot training.
Add URL
Enter a URL for chatbot training.
Inbox
Stronger inclusion
Take over consumer conversations in their preferred local language.
vi
Vietnamese
tl
Tagalog
rw
Kinyarwanda
Có, cảm ơn. Đây là một tệp tin bổ sung với bằng chứng về thu nhập của tôi.
Translation
Vietnamese
English
Yes, thanks. Here is an additional file with my earning proof.
Customers
Authorised representation
Allow complaints on behalf of aged family members and consumers who do not feel comfortable engaging with government.
Tickets
Cross-agency data sharing
Integrate consumer complaints sharing across agencies and sub-agencies, strengthening national consumer protection.
Livechat
Proactive notifications
Send advisories and trigger livechats with consumers in response to scam activities and market misconduct.
Shared Service Model
Proto’s shared service model deploys capital from our philanthropy partners to launch AI citizen experiences across multiple government agencies. After sponsorship, participating agencies can cost-share to keep procurement under budget and maintain access to cutting-edge features.
Chatbot switching
LLM switching
On-premise hosting
Custom analytics
Ticket referrals
Auto categorisation
Voice AI for local languages
Synthetic chatbot voice
Book personalised demo
Discover how AICX can protect your consumers from misconduct
Financial
Ensure consumer trust and loyalty with easy access to customer support, financial product knowledge, and an efficient feedback process.
Government
Deploy regulatory power on behalf of vulnerable consumers who have suffered from unethical and illegal practices spreading across digital sectors.
Health
Help patients with rapid support for appointment booking and test result checking, while ensuring personal information protection with on-premise chatbot hosting.
Transport
Reduce the stress of travel disruptions with instant support for passengers seeking refunds, rescheduling, and insurance claim submissions.