Trusted AI·Local languages
DocsTrust CentreAbout Proto
Book a demo
Usecase · Grievance redress

Every complaint deserves redress

Citizen complaints from any channel, in any language, land in the supervisor's queue with case history and a resolution clock running.

Book a demo
Workflows

Key workflows for consumer protection

See all workflows →
01New complaintFiles a case from any channel, in any language.IntakeGuide
02Auto team matchRoutes to the responsible institution or supervisor.RoutingGuide
03AI-assisted mediationProposes a fair resolution between the consumer and the regulated entity.MediationGuide
04Fraud escalationHands scam reports to the anti-scam desk with trace data.EscalationGuide
05Compliance remindersNudges the regulated entity to act before the resolution deadline lapses.ComplianceGuide

Client stories

Regulators already running redress

Rwanda
National Bank of Rwanda
"The National Bank of Rwanda is pleased to deploy the Proto customer complaints handling AI system. The Intumwa AI agent will include customers in their local languages and preferred messaging channels."
Gérard Nsabimana
Director of Market Conduct Supervision, BNR
Philippines
Bangko Sentral ng Pilipinas
"The multilingual Proto AI agent empowers consumers by providing an accessible channel for complaints, supporting the central bank’s commitment to financial service innovation."
Benjamin E. Diokno
Governor, Central Bank of the Philippines
Namibia
Bank of Namibia
"With Proto's AI agents, we have the opportunity to automate the complaints handling process and shift from a reactive to proactive approach that serves our people, strengthens accountability, and renews public trust."
Romeo Nel
Technical Advisor to the Governor, Bank of Namibia
Trust Layer

Redress as a public good

Grievance intake, case routing and AI mediation, free under open license to qualified inclusive instant payment systems. Built with the Gates Foundation.

Apply todayRead the open license →
Who qualifies
  • IIPS operated by or for a central bank or national switch.
  • Low- and middle-income countries by OECD classification.
What the license includes
Routing & orchestration logic
CSL 1.0
AI training methods & benchmarks
CC BY 4.0
IPS integration specs
CSL 1.0
Liability waterfall design
CC BY 4.0
Essentials

Designed by supervisors

Explore features & pricing
Auto team match
Matches a team based on alternative names configured in Team settings. If no match is found, the team is not set and the case escalates.
Consumer Protection Unit
Matched on “savings account” · National Bank of Rwanda
No match → escalate
Unmatched cases stay unassigned and surface to the regulator.
Live translation
A supervisor working in English can resolve a case filed in Kinyarwanda or Saraiki without a translator.
Konti yanjye yo kuzigama iri gufungwa kuva mu cyumweru gishize.
Translation
Kinyarwanda
English
Regulator analytics
Volumes by institution, product and resolution time – the evidence base for supervisory action and the next circular.
Complaints filed
65K
18%
Median resolution time
2d 4h
31%
Institutions reporting
600+
9%
Voice intake
Feature-phone and voice channels for citizens who cannot type, in the languages they speak.
0:15
Case and ticket trail
Every hand-off, note and status change is timestamped and exportable for audit.
On-premise option
Run the whole stack in Docker inside your own perimeter. PII never leaves the jurisdiction.

Start with one workflow

Most regulators go live on complaint intake in under six weeks.

Book a demo