Jakarta. Bank Negara Indonesia (BNI) has embraced artificial intelligence (AI) and cloud computing to enhance operational efficiency and deliver innovative, adaptive services to its customers, an executive said on Tuesday.

Toto Prasetio, BNI's Technology and Operations Director, said AI and cloud adoption are pivotal to the state-owned bank’s digital transformation efforts.

“AI implementation in the banking sector is not new, as several banks in Indonesia, including BNI, have already integrated AI for tasks such as conversational banking, hyper-personalization, and fraud detection,” Toto said during a discussion at the BNI Investor Daily Summit in Jakarta.

Cloud-based solutions significantly improve efficiency by streamlining routine tasks, allowing human employees to focus on more creative and complex problem-solving roles.

Toto added that BNI has introduced Indonesia’s first integrated, AI-assisted contact center digital app, powered by machine learning and natural language processing technologies.

In July, BNI launched a new mobile banking app, wondr by BNI, and followed it up with an integrated digital platform specifically designed for customers from the business community.

“BNI’s ongoing digital transformation gives us the confidence to enhance our service quality and solidify our position as one of Indonesia's leading banks,” Toto concluded.

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