Voice-Based AI Technology Enhances Service Quality

The utilisation of artificial intelligence (AI) in the financial services industry is increasingly shifting. Previously, this technology was widely used to enhance operational efficiency, but now AI is also being deployed to deliver a better customer experience through faster, more consistent, and personalised interactions. One such implementation is being carried out by Adira Finance through a collaboration with AI voice agent provider, AI Rudder. The partnership, which has lasted more than three years, has reportedly succeeded in helping the company improve operational efficiency while strengthening customer service as part of its digital transformation strategy. In its implementation, Adira Finance utilises voice-based AI technology to support customer interaction processes, particularly through loan payment reminder services. Unlike conventional automated systems, the AI Voice Agent is capable of conducting two-way conversations more naturally, allowing customers to interact using everyday language. The technology is supported by natural language processing, speech recognition, and machine learning capabilities, enabling the system to understand, interpret, and respond to customer conversations more naturally. Head of Desk Collection at Adira Finance, Nyoman Riyanto, stated that AI-based innovation will continue to be developed as part of the company’s efforts to improve the quality of the customer experience. He noted that synergy between Adira Finance and AI Rudder is crucial, with the technology being implemented to enhance customer experience. Looking ahead, Adira Finance plans to continue its digital transformation by implementing AI technology based on large language models (LLM). The use of this technology is expected to deliver more natural conversations, providing customers with an increasingly personalised service experience. Country Manager of AI Rudder Indonesia, Michael Ignetius Kauw, said the success of AI implementation in the financial services sector cannot be separated from long-term partnerships between technology providers and industry players. He emphasised that AI should be positioned as a technology that helps improve human productivity, not as a replacement for the human role in serving customers. The collaboration between Adira Finance and AI Rudder demonstrates that the implementation of AI in the financial services sector is no longer solely focused on operational efficiency. Companies are beginning to utilise the technology to build more personalised interactions with customers while supporting long-term digital transformation strategies.