Backbase has introduced an AI-based banking operating platform designed to reduce fragmentation across financial institutions’ frontline activities.
The company said the system creates what it calls a Unified Frontline, bringing together customers, staff and AI agents across digital channels, front-office functions and operational processes.
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According to the technology provider, the platform works on top of existing banking infrastructure, including core systems, payments, cards, risk tools and CRM software, without replacing them.
It provides a shared customer view, coordinates activity across systems, approves actions and adjusts continuously using information from interactions, signals and outcomes.
This supports what it refers to as Elastic Operations, a model under which financial institutions can expand customers, products and support services without adding headcount, handovers or complexity.
It said the system is intended to connect channels, employees, customers and AI agents within one operating framework so capacity can adjust in line with demand.
The company said three additional layers form part of the new platform.
One is the Intelligence Layer, which Backbase said is built to detect risk, revenue and customer attrition signals before they fully emerge, including fraud trends across accounts, revenue openings in transaction data and signs that a customer may leave.
Another is the Semantic Layer, known as Nexus, which the company said gives employees and AI agents the same customer data and context, which creates a shared and continually updated record for each customer, account, product and case.
The third is the Authority Layer, called Sentinel. This will govern what customers, employees and AI agents are permitted to do.
It added that each action is checked against bank policy before being carried out and is recorded, while access can be withdrawn at any point and in any area.
The platform is being made available through Backbase’s global operations and partner network.
In February, Backbase partnered with financial data network Plaid to address data fragmentation in banking.
Backbase exceeded $350m in revenue in 2025 and works with more than 120 financial institutions in 50 countries.
The company reached a €2.5bn valuation before taking its first outside investment from Motive Partners in 2022.
It said deployments include Navy Federal Credit Union, TD Bank, Techcombank, Standard Bank Group, Eurobank and Keybank.
