Indonesia’s Bank Jago collaborates with Google Cloud to elevate banking experience

Indonesia’s Bank Jago is using Google Cloud's data and AI platforms to enhance its operations, products, and services to better serve customers, reinforcing its strategy for sustainable growth.

Indonesia’s leading tech-based bank, PT Bank Jago TBK has announced a multi-year strategic collaboration with Google Cloud to enhance customer banking experience. The collaboration, which is supported by DKatalis as the technology solutions partner, will see Bank Jago utilize Google Cloud’s BigQuery and Vertex AI platforms.

As a tech-based bank embedded within Indonesia’s digital ecosystem, Bank Jago aspires to enhance the growth of millions through life-centric digital financial solutions. With Indonesia’s digital economy projected to reach to reach US$130 billion by 2025, enabling businesses to access the right resources needed to achieve this is crucial.

For Bank Jago, its banking products and services are offered through both conventional and sharia, which allows it to be used by everyone, be it the public or enterprises, including small and medium businesses.

According to Arief Harris, President Director, Bank Jago, 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.

“Since 2021, we’ve been utilizing Google Cloud’s in-country infrastructure and industry-leading services to make banking more accessible and convenient for everyone,” said Harries.

The bank currently serves more than 14 million customers in Indonesia. To ensure seamless operations, Bank Jago relies on Google Cloud’s secure-by-design infrastructure to dynamically scale its capacity to serve its expanding digital ecosystem.

With the new collaboration, the bank will now embark on its GenAI journey by leveraging Vertex AI and its integration with BigQuery’s data analytics capabilities. As data is core to successful AI deployment, the collaboration will enable the bank to continuously deliver innovative products, services, and features that address its customers’ evolving needs and expectations.

AI in a regulated industry

As the financial industry is highlight regulated, ensuring the smooth process of this collaboration is DKatalis. Google Cloud partner is committed to infusing the latest and most relevant technologies into their digital products and services, to deliver even more personalized and intuitive experiences to customers.

“Bank Jago and DKatalis have doubled down on our collaboration with Google Cloud, and this is enabling our teams to quickly and securely translate their ideas into innovative solutions,” commented Kharim Siregar, Chief Executive Officer, DKatalis.

Specifically, when it comes to meeting regulatory requirements on data usage for AI, Vertex AI implements Google Cloud’s data encryption and access controls to help Bank Jago safeguard its AI models and training data.

The bank has also created a centralized library for AI models with the Vertex AI Model Registry. This ensures that its developers only use pre-trained or fine-tuned models that are explicitly approved for organizational use, thereby accelerating solution development, eliminating redundant assessments, and mitigating risk.

DKatalis and Bank Jago will also be using Vertex AI pipelines to implement a standardized workflow, especially when it comes to validating the development of AI solutions are functioning as intended before being deployed.

Apart from this, Bank Jago has leveraged Google’s foundation AI models, accessible via Vertex AI Model Garden, to successfully develop and deploy gen AI applications that optimize operations and enhance customer service.

Some of the applications developed include a risk management assistant that is capable of analyzing transaction patterns to detect those that are indicative of fraudulent activities. The bank has also developed market intelligent assistants that analyze various customer interactions, enabling the bank’s product development teams to gauge customer sentiment and respond with enhanced products and services.

Apart from that, there is also a contact center performance coach that accelerates the learning process for contact center agents and reduces the time required for them to meet quality assurance standards. The apo automatically reviews customer call recordings and provides personalized feedback and targeted recommendations to improve agent performance, allowing the bank to conduct evaluations for a larger share of its customer calls.

Mark Micallef, Managing Director, Southeast Asia, Google Cloud, highlighted that the bank has also implemented an asset-light, app-based business model to capture the growing demand for digital financial services in Indonesia and drive its positive growth trajectory in its initial collaboration.

“Under our new collaboration, it is embracing a platform-based approach to rapidly and responsibly bring enterprise-grade gen AI solutions to market. We believe that these solutions will empower the teams at Bank Jago and DKatalis to deliver high-quality customer engagements across all touchpoints and provide customers with more personalized guidance to make informed decisions,” said Miscallef.

Miscallef added that with the collaboration, Google Cloud is shaping an AI-enabled banking future, where every individual can access trusted solutions to help them achieve their financial goals.