BRI President Director states AI adoption is key for banks to retain customers
Jakarta (ANTARA) - The development of artificial intelligence (AI) technology is driving the banking industry into a new phase of transformation, as financial services no longer rely solely on physical networks but are moving towards service models increasingly connected to digital ecosystems and daily societal activities.
BRI President Director Hery Gunlaridi expressed this during a ‘Business Talks’ session at the Jogja Financial Festival 2026 held at the Jogja Expo Center, Yogyakarta (23/5). Hery highlighted how technological advancements have transformed the banking industry, ranging from customer interaction patterns and service distribution models to the competition within the financial industry, which is now increasingly based on digital ecosystems.
According to Hery, banking is constantly changing and undergoing evolution. He cited the explanations of prominent author Brett King, who has written extensively on banking. In the Bank 1.0 era, basic banking services were limited to transactions using cheques and drafts. This was followed by the Bank 2.0 era, which saw the introduction of Automated Teller Machines (ATMs) capable of serving customers 24/7.
“Then Bank 3.0 involved internet banking. Consequently, customers may no longer need to visit bank branches; for corporate customers, for instance, they can conduct transactions from their offices via internet banking. The fourth era involves financial technology, fintech, and digitalisation. This digital shift has indeed changed the behaviour of customers, both in Indonesia and abroad,” Hery stated.
Digitalisation in the banking sector is progressing very rapidly, a process that was further accelerated by the Covid-19 pandemic a few years ago.
“Customers were unable to visit branches. Those who were previously technologically illiterate and unable to use mobile banking were forced to adopt it because they could not visit ATMs, branches, or perform transactions at tellers. As Brett King suggests, ‘a bank is a technology company with a banking license.’ In essence, a bank is a technology company,” said Hery.
This implies that under such conditions, the banking sector cannot resist the progression of the times.
“It is an absolute necessity that we transform ourselves and change. It is not just about digitalisation or automation, but also regarding the current existence of AI and Generative AI. If we do not adapt to these trends, banks will be abandoned by their customers,” he concluded.