IndonesiaFinance and insurance2025 – ongoingDANA
DIANA multi-agent customer-service assistant
DANA reported around 10% faster service resolution after adopting agentic AI
Problem
DANA needed to maintain customer-service quality as its digital-wallet services grew more complex.
Approach
DANA developed DIANA using Azure OpenAI. Separate agents handled dialogue, context management and knowledge retrieval, while another analyzed interactions for service improvements. Microsoft reported operational gains during 2025.
Results
Takeaway
The reported gains covered DANA's agentic AI adoption; Microsoft did not isolate DIANA's contribution.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agentsConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described DIANA's Azure OpenAI architecture and DANA's wider AI work. It reported approximately 57% operational productivity growth and around 10% faster service resolution during 2025.
Full details are in the original sources.
