PT Bank Jago Tbk has entered a multi-year collaboration with Google Cloud to leverage data and AI technologies aimed at improving its banking services for millions of Indonesians. This partnership, which includes technology solutions partner DKatalis, focuses on using Google Cloud's BigQuery and Vertex AI platforms to enhance customer experience, streamline operations, and drive business results.
Arief Harris, president director of Bank Jago, stated, "As a tech-based bank, Bank Jago aspires to enhance the growth of millions through life-centric digital financial solutions powered by the latest cloud, data, and AI innovations." The bank currently serves over 14 million customers and has been utilising Google Cloud’s infrastructure since 2021 to make banking more accessible.
The new collaboration enables Bank Jago to employ generative AI through Vertex AI, integrated with BigQuery's analytics capabilities. This integration allows the bank to develop innovative products that meet the evolving needs of its customer base. Kharim Siregar, CEO of DKatalis, noted that the partnership enables rapid and secure translation of ideas into innovative solutions, aiming to enhance customer experiences.
In a sector where trust is crucial, Google Cloud provides a fully-managed environment that supports agile innovation while ensuring security and compliance. The use of Google Cloud’s data encryption and access controls helps Bank Jago protect its AI models and training data. The Vertex AI Model Registry establishes a central library for approved AI models, promoting efficient solution development and risk mitigation.
To ensure effective AI deployment, Bank Jago and DKatalis have implemented Vertex AI Pipelines for standardised workflows. Recently, Bank Jago has utilised Google’s foundation AI models to launch generative AI applications that improve operations and customer service. Notable developments include:
- Risk Management Assistant: This tool analyses transaction patterns for potential fraud, sending alerts to staff in natural language for prompt action, thus supporting compliance efforts.
- Market Intelligence Assistants: These assistants process customer interactions to provide insights on sentiment and preferences, significantly reducing the time needed to gather actionable data.
- Contact Centre Performance Coach: This application reviews call recordings to provide feedback and recommendations for agents, allowing for broader evaluations than previously possible.
Mark Micallef, managing director of Google Cloud for Southeast Asia, commented on the partnership’s potential to facilitate high-quality customer interactions and foster an AI-enabled banking future. The collaboration aims to empower Bank Jago to meet growing demands for digital financial services in Indonesia effectively.
