Backbase has launched Conversational Banking to let customers complete banking tasks through voice or text using AI agents.
The service allows customers to block and replace lost cards, check payments or follow up on service requests through connected banking systems.
AI agents use customer information to carry out permitted tasks.
Requests requiring further investigation or human judgement are passed to employees, along with relevant details and a record of work already completed.
Banks control what information and tools the agents can access, which actions they can perform and when human approval is required.
Jouk Pleiter, Founder and CEO of Backbase, said,
“Digital banking put the bank in the customer’s pocket. The next step is to let customers say what they need done and have the bank’s agents act on it intelligently.
That future has now arrived early: one where agents do the work, and banks stay in control. It completely changes both the customer experience and the economics of serving them.”
Actions with significant consequences require explicit customer confirmation, while records of decisions and outcomes are maintained for audit purposes.
Backbase reports that Conversational Banking is already in production at more than 10 banks.
The service runs on Backbase’s Banking OS and can work alongside existing digital banking systems without replacing online or mobile banking platforms.
Banks can start with selected use cases before expanding its use to other services.
The offering is part of Backbase’s broader Agentic Banking portfolio, which also includes tools for identifying customer needs and coordinating service delivery across teams and systems.
Featured image: Edited by Fintech News Singapore, based on images by Jouk Pleiter and kidiwww via Magnific
