AI Rudder Strengthens CIMB Niaga's Digital Innovation through AI Solutions
Jakarta, Indonesia, (ANTARA/PRNewswire) - AI Rudder, a technology company providing artificial intelligence (AI) solutions, is supporting PT Bank CIMB Niaga Tbk (CIMB Niaga)’s efforts to strengthen digital innovation through AI-based solutions. This step aligns with the commitment to deliver increasingly efficient, relevant banking services oriented towards customer needs amid the rapidly evolving banking industry dynamics.
Through this partnership, AI Rudder supports the effectiveness of CIMB Niaga’s communication with customers, particularly in the context of service reminders and routine informative communications based on AI. This approach is designed to help deliver information that is more timely, consistent, and prioritises customer comfort.
Voice-based AI technology, more commonly known as AI Voice Agent, serves as a solution that facilitates direct two-way interactions between the company and customers in a natural manner. Supported by LLM technology, natural language processing, speech recognition, and machine learning, this technology is capable of understanding, interpreting, and responding to customer questions naturally.
More than just an automation solution, AI Rudder’s AI Voice Agent is also the result of internal research and development that continues to be refined to meet the needs of various industries. The trust of hundreds of global companies in AI Rudder is reflected in the volume of one million calls every day, providing a perfect balance between operational efficiency and personal interactions.
CIMB Niaga views the utilisation of AI as a crucial part of the company’s digitalisation strategy in building adaptive operations in line with the times and customer needs. Technology integration is carried out gradually and responsibly, while still prioritising corporate governance principles, regulatory compliance, and customer protection. With the adoption of this technology, CIMB Niaga is optimistic about continuing to provide responsive and relevant services to customers in the future.
“The utilisation of AI technology at CIMB Niaga is part of efforts to improve service quality and communication effectiveness with customers, in line with our commitment to delivering a simpler, better, and faster banking experience. Its implementation is carried out within a strong governance framework, while still prioritising customer needs and comfort,” said Head of Consumer Collection & Recovery at CIMB Niaga, Tammadi.
AI Rudder assesses that the key to successful AI implementation in Indonesia’s banking industry lies in the commitment to position AI technology as a supporter of human agents’ roles, not as a replacement.
“Our ability to deliver cost efficiency and customer service excellence is based on the belief that AI must be a supporting tool that enhances human performance, not a solution to replace their roles,” said Country Manager of AI Rudder Indonesia, Michael Ignetius Kauw.
The partnership between AI Rudder and CIMB Niaga demonstrates that collaboration between financial institutions and technology companies can support sustainable digital transformation, particularly in enhancing operational effectiveness while maintaining service quality for customers.