Digital banking software provider Backbase has expanded its Engagement Banking Platform with the introduction of the Intelligence Fabric.
This embeds advanced AI and data infrastructure to enhance productivity in customer service and sales operations.
A key feature is Agentic AI, which enables banks to deploy AI agents that autonomously manage customer journeys and workflows.
These agents handle tasks ranging from simple transaction searches and bill payment scheduling to managing entire processes like customer onboarding and orchestrating complete customer journeys, significantly transforming how banks operate.
The Intelligence Fabric supports AI-powered use cases such as Conversational Banking, Customer Lifetime Orchestration, AI-augmented customer support, and advanced financial insights.
These capabilities help banks improve efficiency, reducing labour costs in areas like sales, marketing, customer service, and compliance.
The platform is powered by Backbase’s Grand Central Integration Platform-as-a-Service, which unifies data from core banking systems, payment gateways, fintech tools, and non-fintech systems like CRMs.
This provides a single source of data for seamless workflows across the bank’s ecosystem, ensuring accuracy and consistency in AI-driven processes.
Moreover, the platform includes built-in guardrails to ensure compliance and governance, offering banks robust oversight of their AI-driven processes.
Jouk Pleiter, Founder and CEO at Backbase, said,
“The introduction of the Intelligence Fabric marks a pivotal moment in our mission to empower banks to harness the power of data and AI at scale. Today, we are making a massive leap forward in unveiling our Agentic AI strategy.
We see a future where AI Agents will work autonomously in the background, handling tasks, managing processes, and collaborating with customers and employees. The adoption and evolution of these new-gen, super-powerful agents will dramatically reduce internal and external labor spend on overheads such as sales, marketing, customer service, and compliance operations.”
Thomas Fuss, Chief Technology Officer at Backbase, added,
“With native AI capabilities embedded directly inside the Backbase platform, we now provide banks with the infrastructure and developer tooling to seamlessly combine data from various sources, create event-driven systems, and adopt or build AI-agents for specific tasks.
Banks will remain in full control of their data and can define and monitor all the guardrails to ensure the AI is working within the compliance requirements set by the bank and the regulators.”
