Jakarta, Indonesia – AI Rudder is working with PT Bank CIMB Niaga Tbk (CIMB Niaga) to advance digital transformation efforts by leveraging AI technologies to improve efficiency, relevance, and customer-focused banking services.
The collaboration is centred on strengthening communication with customers, particularly for reminders and routine service messages delivered through AI-enabled systems. The approach is intended to provide more timely and consistent information while supporting overall customer experience standards.
A key part of the initiative involves voice-based AI technology, commonly described as an AI voice agent, which enables two-way interactions between businesses and customers more naturally. Supported by LLMs, natural language processing, speech recognition and machine learning, the system is designed to interpret customer requests and provide appropriate responses in real time.
“The utilisation of AI technology at CIMB Niaga is part of our efforts to enhance service quality and communication effectiveness with customers, in line with our commitment to providing a simpler, better, and faster banking experience,” Banyon Anantoseno, Head of Consumer Collection & Recovery at CIMB Niaga, commented.
“Its implementation is carried out within a strong governance framework, while prioritising customer needs and comfort.”
AI Rudder’s voice platform is the result of continued internal research and development to meet requirements across multiple industries. The technology is used by hundreds of organisations worldwide and currently manages around one million calls each day.
“Our ability to deliver cost efficiency and superior customer service is based on the belief that AI should be a supporting tool that enhances human performance, not a solution to replace their roles,” Michael Ignetius Kauw, Country Manager of AI Rudder Indonesia, stated.
CIMB Niaga regards AI as an important element of its wider digital strategy, helping to create more adaptive operations that reflect changing market conditions and customer expectations. The bank’s implementation is being carried out progressively within a governance framework that prioritises regulatory compliance and customer protection.
The adoption of AI tools is expected to support more responsive and relevant services in future, while maintaining a balance between operational improvements and personal interaction.
The partnership highlights a broader trend of cooperation between financial institutions and technology providers to support long-term digital modernisation, improve internal productivity and maintain service quality for customers.
