IndonesiaFinance and insurance2024 – ongoingBank Jago
Three generative AI apps for fraud alerts, customer insight and call coaching
Bank Jago built three generative AI apps in three months, cutting customer-insight reports from months to minutes
Problem
Bank Jago served more than 14 million customers by Q3 2024. Staff reviewed only about 5% of contact-centre calls, and customer-insight reports took months to produce by hand.
Approach
The bank built three apps on Google Cloud's Vertex AI and BigQuery. One assistant flags possible fraud and sends plain-language alerts to staff. Others turn text and audio customer interactions into reports on pain points and preferences. A coach reviews call recordings and gives agents personal feedback.
Results
Takeaway
Automated call review replaced a manual sample of about 5%. Google Cloud did not say how many calls the coach now covers.
Categories
- Industry
- Finance and insurance
- Business function
- Finance, risk and legalCustomer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Google Cloud announced a collaboration with Bank Jago and described three generative AI apps the bank built and deployed in the past three months. It reports that insight reports now take minutes rather than months and that the coach can review far more than the 5% of calls checked before.
Full details are in the original sources.
