The Banking OS that unifies your frontline

One operating system to coordinate customers, employees, and agents - so every action across digital channels, front office, and operations runs as one.

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Understand the Frontline

Every customer and operation fully known to every system.

One shared semantic model of every customer, operation and state that every system, agent, and workflow operates from.

Run the Frontline

End-to-end orchestration across the entire frontline.

Customer journeys, case routing, and agentic workflows - orchestrated end-to-end across humans, agents, and systems.

Authorize the Frontline

Autonomy and automation with a full audit trail.

No agent, employee, or system acts without a Decision Token that checks policy and records evidence.

Optimize the Frontline

The Operating System gets smarter with every case

Intelligence that observes, decides, and improves continuously. Every resolved case, every completed journey, and every human override feeds back into the AI models.

Customer stories

Proven by the banks that got there first.

I&M Bank · Africa

From 2,000 to 21,000 new customers a month

I&M Bank grew onboarding 10x - and hit six million transactions a month - while keeping their Net Promoter Score above 75.

Techombank · Vietnam

Achieving 50% of savings and investments through digital

Techcombank now generates over half of total savings and investments through digital banking - driving significant business growth.

Judo Bank · ADD COUNTRY AND LOGO

From zero to live in one year

Judo Bank built a world-class SME digital experience in just one year - empowering business owners and relationship-led bankers alike.

EverBank · ADD COUNTRY AND LOGO

Built for long-term, not just launch day

EverBank chose Backbase for the flexibility to execute today and the architecture to evolve with their long-term strategic goals.

The architecture

AI-native from the ground up.

Adding AI to old banking software doesn't work. The Banking OS was built for AI from day one. Every layer serves customers, employees, and agents - working as one. Every action runs through the same authority. Every decision reads from shared context.

Semantic Layer - nexus

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Authority Layer - sentinel

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Connectivity Layer

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Interaction layer

Customers interact through banking apps that adapt to their needs in real time.

Employees work in role-specific workspaces with everything pre-assembled - no toggling between systems to service one customer. Conversational banking that converts intent into action - working for both. Natural language in, authorized banking actions out.

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Orchestration Layer

Every journey, case, and workflow runs end to end on one engine.

Known processes follow deterministic rules. Complex situations route intelligently to AI agents. Both run side by side - every handoff automated, every action audited.

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Intelligence Layer

Governed and AI-act compliant from day one.

LLMs, domain models, machine learning, and risk models - all running inside a continuous learning loop. Every resolved case makes the next decision more accurate. Pre-trained on banking data.

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Semantic Layer - nexus

No conflicting data. No manual reconciliation.

One definition of every customer, account, product, and case - used by every employee, agent, and workflow across the entire frontline.

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Authority Layer - sentinel

No action executes without explicit authorization from Sentinel

Every decision carries a full record: who acted, under which policy, with what evidence. AI autonomy is configurable per domain and revocable at any time.

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Connectivity Layer

The Banking OS sits above your existing infrastructure.

It doesn't replace cores, CRMs, or data platforms - it connects to them through standardized contracts and event streams, coordinating the work between them in real time.

Questions

Frequently Asked Questions

The Unified Frontline starts here.

The banks pulling ahead right now with AI are building the architecture that makes every future capability possible.

The Banking OS that unifies your frontline