Bank Jago partners with Google Cloud for AI banking future

Bank Jago in Indonesia has entered into a multi-year strategic collaboration with Google Cloud to bolster its innovation strategy using advanced cloud, data, and AI technologies.

Arief Harris, President Director of Bank Jago, stated, "As a tech-based bank, Bank Jago aspires to enhance the growth of millions through life-centric digital financial solutions powered by the latest cloud, data, and AI innovations. Since 2021, we've been utilising Google Cloud's in-country infrastructure and industry-leading services to make banking more accessible and convenient for everyone."

As of the third quarter of 2024, Bank Jago services over 14 million users. The bank has effectively utilised Google Cloud's secure infrastructure to scale its capacity, fostering substantial growth within its digital network.

The partnership enables Bank Jago and its technology partner, DKatalis, to leverage Google Cloud's BigQuery and Vertex AI platforms. This aims to enrich the customer banking experience, boost internal efficiency, and deliver measurable business outcomes.

Kharim Siregar, Chief Executive Officer at DKatalis, commented, "Bank Jago and DKatalis have doubled down on our collaboration with Google Cloud, and this is enabling our teams to quickly and securely translate their ideas into innovative solutions. In line with Bank Jago's aspirations, we're committed to infusing the latest and most relevant technologies into our digital products and services, to deliver even more personalised and intuitive experiences to customers."

In a highly regulated banking environment, Google Cloud offers a managed innovation hub with comprehensive security, compliance, and governance features tailored for Bank Jago. These include data encryption and access controls provided by Vertex AI, ensuring the safety of AI models and training data.

Bank Jago uses the Vertex AI Model Registry, fostering a centralised library for approved AI models to streamline development processes while mitigating risk. Developers validate AI solutions with Vertex AI Pipelines before large-scale deployment, ensuring intended functionality.

Bank Jago recently implemented generative AI applications using Google's foundation AI models, accessed via Vertex AI Model Garden. These applications include a risk management assistant, a market intelligence assistant, and a contact centre performance coach, all designed to optimise operations and improve customer service.

The risk management assistant examines transaction patterns to spot potential fraud and provides natural-language alerts to bank staff. This technological advancement reinforces compliance procedures and supports the bank's responsible banking practices.

Market intelligence assistants aid product development by analysing customer interactions. This allows the bank to tailor products and services in response to customer sentiments. AI-assisted reports on customer preferences enhance service quality and significantly reduce analysis time.

A contact centre performance coach speeds up agents' learning by evaluating customer calls and offering personalised feedback. This enhances service quality across a broader spectrum of interactions compared to previous manual assessments.

Mark Micallef, Managing Director for Southeast Asia at Google Cloud, stated, "Through its initial collaboration with Google Cloud, Bank Jago has implemented an asset-light, app-based business model to capture the growing demand for digital financial services in Indonesia and drive its positive growth trajectory. Under our new collaboration, it embraces a platform-based approach to rapidly and responsibly bring enterprise-grade gen AI solutions to market."

"We believe that these solutions will empower the teams at Bank Jago and DKatalis to deliver high-quality customer engagements across all touchpoints and provide customers with more personalised guidance to make informed decisions. Together with Bank Jago, we're shaping an AI-enabled banking future, where every individual can access trusted solutions to help them achieve their financial goals," added Micallef.