Bank Jago, Google Cloud Enter New Collaboration to Drive Growth Opportunities in Indonesia

PT Bank Jago Tbk (Bank Jago), the leading tech-based bank in Indonesia, and Google Cloud recently announced a new, multi-year strategic collaboration to supercharge the bank’s future innovation strategy. Under this collaboration, Bank Jago and DKatalis, its technology solutions partner, will utilise Google Cloud’s BigQuery and Vertex AI platforms to elevate the customer banking experience, create internal efficiencies, and drive tangible business returns.

Arief Harris, President Director at Bank Jago, said: “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 is serving more than 14 million customers. Google Cloud’s secure-by-design infrastructure has enabled the Indonesian bank to dynamically scale its capacity to serve its expanding digital ecosystem, fueling the bank’s substantial and sustained growth.

Bank Jago Harnessing Generative AI with Google Cloud

Bank Jago’s new collaboration with Google Cloud allows it to harness the power of generative AI (gen AI) through Vertex AI, seamlessly integrated with BigQuery’s data analytics capabilities. This enables the bank to continuously deliver innovative products, services, and features that address its customers’ evolving needs and expectations.

Kharim Siregar, Chief Executive Officer at DKatalis, added: “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 regulated industry where trust is paramount, Google Cloud provides the Indonesian bank with a fully managed environment for agile innovation, alongside built-in security, compliance, and governance features.

For example, Vertex AI implements Google Cloud’s data encryption and access controls to help Bank Jago safeguard its AI models and training data. With Vertex AI Model Registry, the bank has created a centralised library for AI models. This ensures that its developers only use pre-trained or fine-tuned models that are explicitly approved for organisational use, thereby accelerating solution development, eliminating redundant assessments, and mitigating risk.

Optimising Operations and More

To validate that its developers’ AI solutions are functioning as intended before their full-scale deployment, Bank Jago and DKatalis have used Vertex AI Pipelines to implement a standardised workflow. In the past three months, the bank has leveraged Google’s foundation AI models, accessible via Vertex AI Model Garden, to successfully develop and deploy gen AI applications that optimise operations and enhance customer service. These include:

• A risk management assistant that analyses transaction patterns to detect those that are indicative of fraudulent activities. It then provides alerts in natural language to bank staff, enabling immediate action. The use of this AI assistant to support compliance procedures reinforces Bank Jago’s dedication to responsible banking practices.
• Market intelligence assistants that analyse various customer interactions, enabling the bank’s product development teams to gauge customer sentiment and respond with enhanced products and services. Bank Jago has built solutions where AI assistants distill text- and audio-based engagements into reports with actionable insights on customer pain points and preferences within minutes—a task that used to take months to complete manually.
• A contact centre performance coachthat accelerates the learning process for contact center agents and reduces the time required for them to meet quality assurance standards. It automatically reviews customer call recordings and provides personalised feedback and targeted recommendations to improve agent performance. This application allows the bank to conduct evaluations for a larger share of its customer calls, as opposed to only 5% without the help of AI.

Mark Micallef, Managing Director, Southeast Asia, at Google Cloud, said: “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 is embracing 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 personalized 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.