The financial services sector is increasingly adopting artificial intelligence (AI) technology as a main pillar of digital transformation. This strategic move aims not only to reduce operational costs, but also serves as a crucial instrument in enhancing the overall customer experience.
A concrete step is seen in the partnership between Adira Finance and AI Rudder over the past three years. Through the implementation of AI Voice Agents, the company is able to automate customer interactions, particularly in sending loan payment reminders. The system is designed to conduct more natural and efficient conversations compared to conventional methods.
The technology combines advanced Natural Language Processing (NLP), speech recognition, and machine learning. This synergy allows the system to understand and respond to customer needs in a more contextual manner, directly helping the company proactively mitigate the risk of late payments.
Head of Desk Collection at Adira Finance, Nyoman Riyanto, emphasized the importance of continuous innovation in supporting the customer service ecosystem. Moving forward, the company plans to expand its AI capabilities by implementing Large Language Models (LLM). This innovation is expected to deliver more personalized interactions, aligning with the challenges of digitalization in an increasingly competitive financial industry.
Responded to this collaboration, Country Manager of AI Rudder Indonesia, Michael Ignetius Kauw, explained that the successful implementation of AI is rooted in a targeted strategic partnership. He emphasized that the philosophy of AI development is not to replace human roles, but to serve as an assisting tool that enhances productivity and provides more consistent service to millions of customers every day.
