What is your diversity tech initiative? Please provide an overview.
Proto’s diversity tech initiative is embodied in our cutting-edge multilingual chatbot, designed to break down language barriers in emerging markets. With chatbots that speak over 100 local languages, Proto has helped scale consumer protection and government services for vulnerable citizens in countries like the Philippines and Rwanda. Proto also enables private sector businesses to deploy cost-effective CX automation to communicate seamlessly with customers in local languages.
While generative AI remains English-focused, Proto can act as a layer to supplement these tools with local language data to embrace the diversity and cultural richness embedded in languages. By leveraging advanced artificial intelligence and natural language processing algorithms trained on local language data, Proto is capable of switching languages mid-conversation and understanding mixed languages, ensuring clear, efficient, and inclusive communication. With this initiative, we aim to foster a culture of diversity and inclusion in businesses and open up opportunities for individuals and groups who may otherwise be disadvantaged due to language barriers.
How did your initiative come to fruition?
Proto was founded in 2018 at National Taiwan University out of the need to enhance chatbot performance for native speakers in emerging markets. The initial goal was to bridge the communication gap between organizations and their diverse set of customers, improving access to services in their local languages.
Over the years, Proto has been instrumental in assisting governments and enterprises across sectors such as financial services and healthcare. It has facilitated communication in several local languages like Hindi, Kinyarwanda, Tagalog, and Twi, as well as mixed languages such as Taglish and Manglish. This wide linguistic range, uncommon in the tech sector, has greatly improved the accessibility and inclusivity of services provided by these organizations.
Today, Proto stands as the industry leader in inclusive chatbots and multilingual contact centre automation, a testament to the impact and value of our initiative. Our success can largely be attributed to our customers who have shown immense trust and partnered with us to continually enhance machine learning capabilities for local languages.
Why do you think you have been nominated for this award?
We believe we have been nominated for the D&I Tech Initiative of the Year Award because our work with Proto embodies the principles of diversity and inclusion, using advanced technology to remove linguistic barriers. Our initiative stands out because we have addressed an often-overlooked aspect of diversity – language diversity.
We’ve gone beyond the typical languages catered to in technology, extending our reach to local languages and dialects that are less commonly supported. This helps ensure that consumers who don’t speak common languages can access the same protections and services as those that do, even when those services are automated.
We believe that our dedication to fostering an inclusive culture, our technological innovation, and the tangible positive impact we’ve had on businesses and their customers across the globe make us a strong candidate for this award. We hope that this recognition will help us continue our mission of making communication universally accessible and inclusive, and inspire others to champion diversity and inclusion in innovative ways.
What impact you have had on your target audience?
Proto’s AICX platform has scaled consumer protection across 591 financial institutions in Rwanda and 805 financial institutions in Ghana, helping consumers access complaints processes in their own language via accessible channels such as SMS and Messenger. Reducing reliance on email and manual processes not only helped make consumer complaints more accessible but also helped streamline the complaints process internally.
Proto also helped the Philippine government achieve its No Wrong Door policy. After successfully deploying a consumer protection solution for the Central Bank of the Philippines, Proto partnered with the Department of Trade and Industry to deploy a citizen engagement solution that could answer frequently asked questions in local languages such as Tagalog. The solution also helped streamline consumer protection case management across six functional groups, allowing the DTI to support citizens even if they did not reach out to the correct department.
Many of Proto’s deployments have helped businesses scale support in local languages, increase the efficiency of contact centres, and make services more accessible to vulnerable groups. Read more at https://www.proto.cx/resources?resource=Case+Study.
Please provide an endorsing statement from someone who can support this nomination (Max. 500 words)
At Proto, diversity is not just a buzzword but a deeply ingrained principle that guides their actions. Their inclusive hiring practices ensure that talent is sought without prejudice, actively seeking individuals from diverse backgrounds, cultures, and experiences. By cultivating a workforce that is representative of the world we live in, Proto taps into a rich tapestry of ideas and perspectives, propelling innovation to new heights.
The company’s dedication to diversity extends beyond recruitment. Proto promotes an inclusive culture where all voices are heard, fostering an environment where ideas flow freely and collaboration flourishes. They understand that true innovation arises when people from different backgrounds come together, sparking creativity and generating solutions that cater to a wide range of perspectives and needs.
Proto’s commitment to diversity and inclusion goes beyond the workplace. They actively engage with marginalized communities, supporting initiatives and organizations that promote equal opportunities for all. By leveraging their influence and resources, Proto aims to create a positive impact beyond their own walls, striving for a more inclusive industry as a whole.
