Backbase Conversational Banking review

Kasisto was one of the best-known banking assistant vendors, and kasisto.com now redirects to Backbase, whose Conversational Banking product covers the same ground inside its Banking OS. Customers can type or speak a request in the mobile app, on the web, in messaging or on a voice line, and the assistant can show balances, block a lost card, raise a card limit, dispute a payment or continue an application. Every action runs through access, policy and approval checks set by the bank, and exceptions go to an authorized employee with the context attached, so the customer does not start again. Backbase quotes Nedbank, whose assistant Enbi has served more than 2.3 million clients and cut live chat volume by more than 75%. The fit is strongest for banks that already run Backbase for online and mobile banking; as a stand-alone chatbot it is a heavier purchase than the specialists above, and pricing is not published.

Who it is for

Banks already on, or moving to, Backbase digital banking that want an assistant that can act on accounts.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Customers check balances, block cards, raise card limits and dispute payments in conversation
• Payments and card actions with confirmation and bank-defined controls
• Access, policy and approval checks before an action executes
• Exceptions routed to an authorized employee with full context
• Inbound and outbound voice with multilingual support

Strengths and weaknesses

• Strength: Actions run inside the bank's own policies and approvals
• Strength: Same controls across chat and voice
• Strength: Proven at scale at Nedbank, per the vendor
• Weakness: No public pricing
• Weakness: Best value when you also run Backbase digital banking
• Weakness: Enterprise sales cycle

Key facts

• Reference: Nedbank Enbi: 2.3M+ clients and >75% fewer live chats, per the vendor
• Launch plan: 90-day launch plan offered
• Channels: Chat in mobile, web and messaging; voice

Where it ranks

Backbase Conversational Banking is No. 4 in our Best Banking Chatbots verdict.