Project guideActive
Pakistan's agentic trust layer
A voice-first AI layer to help Pakistani consumers resolve grievances, report fraud and recover lost funds in their own language – starting with BISP beneficiaries, and built to become a self-sustaining national service.
StakeholdersSBP·Proto·FNA·Raast·BISP·Karandaaz·Gates Foundation
Project status
A snapshot of progress today – what is done, what is live now, and what is next.
Active now
In progress this week
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Stakeholder activities
Activities each stakeholder owns, per the Project Charter
How it is delivered
Structure & oversight
Delivery timeline
OCT 2026 – SEP 2028 · 21 ACTIVITIES
DesignDevelopmentDeploymentSteady State & GraduationOutput Compliance Session Today
Phase / activity
Output targets
Compliance
Key sessions
Language readiness & benchmarks
6 LANGUAGES · OCT 2026 – MAR 2027
Data collection & cleaning · weeks 1–2Fine-tuning · week 3 · 10–15% WER targetTesting, validation & benchmark · week 4 · 15–20% WER
Language
All six languages complete their build-and-validate cycle by end March 2027, ahead of the Q2 2027 BISP pilot. Word-error-rate bands: 10–15% after fine-tuning · 15–20% at production-readiness · 20% is the maximum acceptable for payment instructions.
Impact & success measures
3 OUTCOMES · 3 WFI INDICATORS
Three primary outcomes
What the programme is accountable for
Women's access to redress
Target ≥40% increase in women's use of formal DFS grievance channels (baseline set during the diagnostic), plus growth in complaints via voice/low-literacy channels.
Resolution efficiency & fund recovery
≥30% improvement in first-contact resolution and ≥25% reduction in grievance turnaround time (against approved baselines); an approved track-and-trace recovery pathway for eligible time-sensitive cases.
Regulatory visibility & gender-disaggregated insight
Gender-disaggregated complaint data integrated into SBP supervisory workflows, with analytics dashboards and early-warning fraud insights embedded in oversight.
Women's Financial Inclusion indicators
Sex-disaggregated, vs BISP baselines · GRID may provide independent oversight
Indicator 36 – female consumers reporting harm from DFS
A prevalence/reporting measure, tracked but with no project usage target.
Indicator 45 – filed a grievance and feel satisfied
>50% in Year 1, rising above 70% in Year 2.
Indicator 46 – able to identify a digital scam/fraud
100% year-on-year increase, from awareness-campaign launch.
Production-readiness targets
Controlled rollout
Intent-recognition accuracy
80–90%
End-to-end task completion
≥85%
Complaint-routing accuracy
≥90%
Human-escalation rate
≤20%
User satisfaction
≥4.2
Programme leads
7 STAKEHOLDER ORGANISATIONS