Engagement banking solutions provider Backbase is launching Conversational Banking this week to bring agentic AI into the customer and employee experiences.

The launch comes 18 months after Backbase unveiled its new AI-powered banking platform that sought to improve customer engagement with AI-powered self-service and real-time support. Conversational Banking, which runs on Backbase’s AI-native Banking OS, takes that a step further by allowing the AI agent to actually execute appropriate banking actions on the behalf of consumers and employees, given that they fall within pre-defined permissions, policies, and approvals as set by the bank.

The Conversational Banking tool works alongside existing digital banking stacks and allows customers to use natural language prompts to have their lost payment card blocked and replaced, check a payment, or progress a service request. By leveraging customer context, permissions, and connected banking systems, AI agents can carry out specific, permitted tasks on customers’ behalf. For requests that require further investigation or human judgment, employees can pick up where the agent left off by examining an overview of the work the agent has already completed.

“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,” said Backbase Founder and CEO Jouk Pleiter. “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.”

Backbase anticipates that by allowing AI agents to carry out tasks on behalf of consumers and employees, banks can scale and increase their service capacity.

Source link