Operational systems for banks, microfinance lenders and payment businesses
Banks, microfinance institutions and payment businesses hold a great deal of data about transactions and almost none about what physically happened in the branch, at the ATM or on a field visit. Eigenstate Systems works in that gap, using the cameras, readers, documents and messaging channels you already own, so a queue, an incomplete onboarding pack or a cash variance is raised while somebody can still act on it.
The branch floor, seen as it happens
Existing CCTV usually only becomes useful after something has gone wrong. Vision models count how many customers are waiting and how long the queue has stood, so a manager is prompted to open a second counter while it still matters. The same cameras flag tailgating — a staff-only door held open behind a colleague — a strongroom entered by one person where policy requires two, and movement in the banking hall after hours. Each event carries its clip and timestamp.
ATMs, agents and cash beyond the counter
Most ATM losses surface days later through a customer complaint. Lobby cameras can instead raise loitering outside normal patterns, an object attached to the card slot, an obstructed lens, or a queue that has stopped moving because the machine has stalled. Replenishment visits are matched against the electronic journal — the machine's own transaction log — and the cash-in-transit schedule, so variances surface the same day. For agency and mobile money networks, float top-ups, device activity and agent location land in one view.
Account opening without the scanning backlog
Onboarding documents arrive as photographs of an identity document, a proof of residence, a payslip or a registration certificate, sent by WhatsApp or email or handed across a counter. The pipeline reads them on arrival, checks the pack against that product's requirements and raises what is wrong: an expired document, a missing director's identification, a utility bill in a different name. Nothing is auto-approved — accepting a customer stays with the person mandated to decide.
The enquiries your contact centre never clears
Most inbound volume is a short list of repeated questions: where is my statement, why was I charged this fee, has my loan been approved, my card is stuck in the machine. An AI agent on WhatsApp and your website answers what it can from verified information and hands everything else to a named person with the history attached. It never estimates a balance or predicts a credit decision, and we neither hold nor process card numbers.
Lending, collections and work done in the field
For microfinance lenders, savings and credit co-operatives and asset finance houses, the expensive work happens away from the branch: confirming that the stall, the herd or the vehicle exists, then chasing arrears. Field visits are captured on a phone as photographs, location and a structured form that files itself against the loan record instead of a notebook that arrives on Friday. Arrears escalate to a named officer and every contact is logged.
What it covers
Your core stays your core
We integrate with the banking, card and payment systems you run today. No migration, no parallel ledger, no change to platforms your regulator has reviewed.
Dual currency handled honestly
Teller journals, charges and loan records carry the currency, the rate applied and where that rate came from, so a United States dollar and Zimbabwe Gold position reconciles without a side spreadsheet.
Four-eyes rules encoded
Dual authorisation and delegation limits become enforced rules rather than desk conventions, with every override logged against the person who made it.
Evidence with every alert
Alerts arrive with the clip, the camera, the timestamp and the record that triggered them — which is what turns an alert into a case audit can act on.
Built for outages
Detection and rules run on a small computer in the branch, so load shedding or a fibre break does not stop monitoring. Events reconcile when the link returns.
Auditable by design
Every automated action records the rule that fired, the information it used and the outcome. Where a person intervened, that is part of the same trail.
How it works
Branch and process assessment
Week zero. We walk a live branch with your operations, security and compliance people, follow an onboarding pack end to end, and record the cameras, readers and systems already installed.
Integration and observation
Weeks one to three. We connect cameras, access control, document channels and systems of record. The system observes and reports only, so you can compare what it sees against your own registers.
Rules, guardrails and sign-off
Week four. Access rules, escalation paths, thresholds and the limits of what any agent may say are agreed with risk and compliance, then tested against historical journals and footage.
Pilot branch, then roll out
Week five onward. One branch or ATM cluster goes live while we review the exception queue weekly. A first system typically runs in about four to six weeks; the network follows.
Questions buyers ask
Do you replace our core banking system?
No, and we would be wary of anyone offering to as a side effect of an automation project. Replacing a core is a multi-year programme with its own risk profile, and it is rarely what causes the queue at your counter.
Where does customer data live, and who can reach it?
In your own environment or a tenant dedicated to you, in a location you know, with role-based access and an agreed retention period. We do not store card numbers or credentials, and engineer access is granted for named work and revoked after it.
Could the AI agent give a customer wrong account information?
It answers only from information retrieved from your systems, within a scope you approve in writing. Where it cannot verify something it escalates rather than producing a plausible answer, and it makes no lending or fee decisions.
Does this help with anti-money-laundering and regulatory reporting?
Indirectly. It improves the completeness and traceability of the underlying records — a full onboarding pack, a documented field visit, a cash movement with evidence attached. We do not file regulatory returns on your behalf, and we do not replace transaction monitoring or sanctions screening.
Our branch cameras are old analogue units. Are they usable?
Often yes. Analogue cameras feeding a recorder can usually be read through an encoder or the recorder's own stream, and the real constraint is placement and lighting rather than age. Where a camera points at the wrong thing, the assessment says so before you spend.
Can we start with one branch instead of the whole network?
That is how we would prefer to start. One branch, one ATM cluster or one back-office queue with a handful of rules gives your teams something real to judge. Extending then means adding sites to a platform already running.
Book a platform briefing
Fifteen minutes with an engineer, not a sales pitch. Pick one branch, one ATM estate or one onboarding queue and we will tell you what your existing cameras, documents and systems can genuinely support. Email sales@eigenstatesystems.com or WhatsApp +263 77 636 6999.