Backbase, a provider of an AI-native Banking OS, has acquired Kasisto, a pioneer in agentic AI for the banking and financial services sector, in a move that signals a decisive shift in how banks are expected to handle customer intent and resolution at scale.
The deal brings Kasisto’s agentic platform, its financial services intelligence capabilities, and its New York-based team into the Backbase organisation, where they will be embedded directly into the Banking OS and made available immediately to all current and future customers.
The acquisition is designed to address a widely recognised gap in how banks have deployed AI to date. Rather than isolated agents capable only of answering questions, the combined offering aims to deliver governed, end-to-end resolution of customer needs across channels including chat, messaging and voice. Kasisto’s reasoning-native agents are built to understand context, apply judgement and operate within banking-specific compliance and governance frameworks, which Backbase says makes the combined solution the only agentic AI platform built for the full complexity of regulated financial services.
Backbase has framed the deal around three strategic priorities. The first is embedding banking-grade agentic AI directly into the Banking OS, enabling institutions to manage the full journey from customer intent to resolution. The second is transforming customer operations from front to back, allowing banks to collect evidence, check eligibility, apply policy, trigger workflows and complete customer needs end to end, including through proactive outbound engagement ahead of inbound service demand. The third is deepening Backbase’s footprint in the US market, which the company describes as its largest strategic growth market, by uniting complementary AI capabilities, customer bases and teams across North America.
Backbase describes its broader ambition through the concept of the Unified Frontline, an operating model in which customers, employees and AI agents function together with shared context, governed authority and a single source of customer truth.
Backbase CEO and founder Jouk Pleiter said, “This acquisition sharpens our position as the strategic partner for banks serious about AI transformation. Kasisto brings proven agentic AI and deep financial services intelligence – moving us decisively into the era where customers express intent naturally and the bank resolves it through governed, intelligent execution. With Kasisto inside the Banking OS, no one is better positioned to lead the shift from conversation to resolution.”
Kasisto CEO Lance Berks said, “Agentic AI will reshape banking over the next decade. Together, Backbase and Kasisto represent the convergence of the AI-native banking OS and purpose-built agentic AI and financial services intelligence, setting a new standard for how banks and financial institutions compete and win.”
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