Voice-Based AI Technology Enhances Service Quality
The utilisation of artificial intelligence (AI) in the financial services industry is undergoing a shift. While previously used primarily to increase operational efficiency, AI is now being leveraged to deliver better customer experiences 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 Rudlam. This partnership, which has lasted for over three years, is reported to have successfully helped the company increase operational efficiency while strengthening customer services as part of its digital transformation strategy.
In its implementation, Adira Finance utilises voice-based AI technology to support customer interaction processes, specifically 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 their everyday language.
This technology is supported by capabilities in natural language processing, speech recognition, and machine learning, which enable 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.
“Innovation, technology, and improvisation must continue to be developed. The synergy between Adira Finance, particularly in the collection function, and AI Rudder is very important, where this AI technology will be implemented in the customer experience,” he said in an official statement.
Moving forward, 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 provide even more natural conversations, ensuring customers receive an increasingly personalised service experience.
“In the future, AI Rudder and Adira Finance must continue to improvise and innovate to enhance a more effective and efficient customer experience to meet the challenges of digital transformation,” said Nyняan.
For AI Rudder, the development of AI technology does not only bring automation but also opens opportunities for companies to build better relationships with customers.
Country Manager of AI Rudder Indonesia, Michael Ignetius Kauw, stated that the success of AI implementation in the financial services sector is inseparable from long-term partnerships between technology providers and industry players.
According to him, AI should be positioned as a technology that helps increase human productivity, rather than replacing the human role in providing customer services.
“The key to our success in providing AI-based solutions that have proven to save costs and improve customer experience is rooted in one primary commitment: AI must assist and enhance human performance, not replace humans,” said Michael.
The collaboration between Adira Finance and AI Rudder demonstrates that AI implementation in the financial services sector is no longer focused solely on operational efficiency. Companies are beginning to utilise this technology to build more personalised interactions with customers while supporting long-term digital transformation strategies.