Tech Explained: Here’s a simplified explanation of the latest technology update around Tech Explained: DANA Modernizes Technology to Agenttic AI for Customer Satisfaction in Partnership with Microsoft in Simple Termsand what it means for users..
JAKARTA – Digital transformation in Indonesia’s financial services sector is entering a new phase, where artificial intelligence (AI) is increasingly playing a role in developing a safer, more inclusive, and personalized financial experience.
DANA Indonesia, one of the largest digital wallet platforms in Indonesia with more than 200 million users, is at the forefront of this transformation.
Since 2024, DANA has collaborated with Microsoft to integrate AI technology comprehensively into business operations, product development, and improving customer experience.
VP of Engineering DANA, Ignatia Suwarna, said AI plays a role as a catalyst in providing more adaptive services in the midst of accelerating digital transformation.
According to him, the implementation of AI is not only aimed at increasing operational efficiency, but also creating a real impact for users and strengthening trust in the digital ecosystem.
“More than that, we see AI as an enabler to strengthen talent capabilities through upskilling and reskilling, not to replace human roles, but to continue to grow and innovate,” said Ignatia.
In its implementation, DANA utilizes various AI solutions from Microsoft, such as Azure OpenAI, GitHub Copilot, and Microsoft 365 Copilot.
The technology is used to accelerate application development, increase employee productivity, and strengthen cross-team collaboration.
The use of AI is also applied in customer service through the DIANA virtual assistant which is supported by Azure OpenAI technology.
This system is designed to handle user complaints empathetically while processing customer interactions into insights for service development.
Throughout 2025, the implementation of this technology is said to be able to increase DANA’s operational productivity by around 57 percent, increase customer satisfaction by 13 percent, and accelerate the completion time of services by around 10 percent.
Going forward, DANA plans to continue developing agenttic AI technology to accelerate service innovation while strengthening security and inclusion in the digital financial ecosystem in Indonesia.
“Microsoft is committed to supporting DANA’s AI transformation journey through the provision of secure, reliable, and responsible cloud and AI technologies,” concluded Fiki Setiyono, Azure Go to Market Lead, Microsoft ASEAN.
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