Case Study: FINCA Uganda automates 71% of customer inquiries with Proto

AI-enabled digital banking support in Uganda

FINCA Uganda, a microfinance institution, faced challenges handling high volumes of routine customer inquiries through its branch network. The institution needed a cost-effective way to provide reliable support without expanding physically. Proto, in partnership with system integrator Eclectics, implemented its AI platform to deploy a conversational agent named Flora.

The solution automated responses to balance checks, account queries, and FAQs across webchat, WhatsApp, and Messenger, and it streamlined the secure digital onboarding process. As a result, Proto helped automate 71% of customer inquiries, handling over 91,000 interactions per month. This reduced branch congestion and made financial services more accessible to FINCA's customers across Uganda.

FINCA Uganda