Jakarta, Indonesia, April 27, 2026 /PRNewswire/ — AI Rudder, a technology company providing artificial intelligence (AI) solutions, is helping PT Bank CIMB Niaga Tbk (CIMB Niaga) enhance digital innovation through AI-based solutions. This action is in line with our commitment to provide more efficient and relevant customer-oriented banking services amidst rapidly changing trends in the banking industry.
The use of AI at CIMB Niaga improves service quality and customer communication.
Through this partnership, AI Rudder will support the effectiveness of CIMB Niaga’s communications with its customers, especially in the framework of AI-based informative service reminders and daily communications. This approach is designed to provide more timely and consistent information with a focus on customer satisfaction.
Voice-based AI technology, also known as AI voice agents, serves as a solution that naturally facilitates direct, two-way interaction between businesses and customers. The technology is supported by LLM technology, natural language processing, speech recognition, and machine learning to naturally understand, interpret, and respond to customer inquiries.
AI Rudder’s AI voice agent is not just an automation solution, but also the result of continuous internal research and development aimed at meeting the needs of various industries. The trust hundreds of global companies place in AI Rudder is reflected in our daily call volume of 1 million calls, providing the perfect balance between operational efficiency and personal interaction.
CIMB Niaga sees leveraging AI as a key part of its digitalization strategy as it builds adaptive operations in line with the times and customer needs. Technology integration will be carried out gradually and responsibly, prioritizing corporate governance principles, regulatory compliance and customer protection. With the adoption of this technology, CIMB Niaga is optimistic about continuing to provide responsive and relevant services to its customers.
“The utilization of AI technology at CIMB Niaga is part of our efforts to enhance service quality and effectiveness of communication with our customers, in line with our commitment to provide a simpler, better and faster banking experience. Its implementation will be carried out within a strong governance framework, prioritizing the needs and comfort of our customers,” he said. Consumer Recovery and Recovery Officer of CIMB Niaga, Tammadi.
AI Rudder believes that the key to successful AI implementation in Indonesia’s banking industry lies in efforts to make AI technology a partner rather than a replacement for the role of human agents.
“Our ability to provide cost efficiency and superior customer service is based on our belief that AI should be a supporting tool that improves human performance, rather than a solution that replaces human roles,” he said. Michael Ignetius Kauw, Country Manager, AI Rudder Indonesia said:
The partnership between AI Rudder and CIMB Niaga proves that collaboration between financial institutions and technology companies can support sustainable digital transformation, especially when it comes to increasing operational efficiency while maintaining quality of service to customers.
About CIMB Niaga
PT Bank CIMB Niaga Tbk (CIMB Niaga, IDX: BNGA) is Indonesia’s second largest state-owned private bank, founded in 1955. CIMB Niaga is committed to helping Indonesian customers and society realize their dreams and aspirations with the spirit of #WorkFromHeart, with the purpose of customer and society advancement. For 70 years, CIMB Niaga has provided comprehensive services, both traditional and Shariah, to the consumer, business and corporate segments, supported by treasury functions, capital markets, digital innovations such as OCTO (applications and websites), OCTO Pay (electronic money), BizChannel@CIMB, and modern branch offices such as Digital Lounge, Digital Branch and Digital Hub.
Until December 31, 2025, CIMB Niaga’s services are supported by 11,657 employees (consolidated), 394 branches and networks (including 31 digital lounges), 2,786 ATMs, 707,256 EDCs, QRs and e-commerce machines spread over different cities in Indonesia. As a bank that cares about the planet and future generations, CIMB Niaga consistently practices sustainability with its #NowForTheFuture message.
About AI rudder
AI Rudder combines the power of technology and voice communication to build stronger relationships between businesses and customers. AI Rudder has helped over 100 companies increase the scale, speed, and quality of customer interactions by using AI-based automation to improve the customer experience. Headquartered in Singapore, AI Rudder also has offices and operations in China, Indonesia, Malaysia, the Philippines, Mexico and Brazil. For more information, please visit www.airudder.com.
Source AI ladder
