JAKARTA – Microsoft is bolstering DANA’s artificial intelligence (AI) capabilities through a new collaboration that integrates Azure OpenAI cloud services into the Indonesian digital wallet’s operations. The partnership aims to enhance DANA’s customer experience and internal efficiencies with advanced AI technology.
A key component of this transformation is the evolution of DANA’s virtual assistant, DIANA, into a task-oriented dialog system. DIANA now leverages multiple AI agents to address user inquiries with increased responsiveness. This shift reflects a broader trend of financial institutions adopting AI to streamline customer support and personalize interactions.
The implementation of agentic AI has already yielded significant results for DANA, with the company reporting a 57% increase in operational productivity and a 10% acceleration in service resolution times throughout 2025. Microsoft assures that its technology infrastructure will maintain system stability even during peak usage, ensuring a seamless user experience.
“We believe this collaboration demonstrates how financial services organizations can leverage AI to accelerate inclusive innovation,” said Fiki Setiyono, Azure Go to Market Lead at Microsoft ASEAN, in a statement released on Saturday, March 7.
DANA is also utilizing the Copilot ecosystem to develop specialized agents, including code review and MCP agents, to accelerate its technology innovation cycles while prioritizing customer data privacy. The company’s commitment to responsible AI development is evident in its focus on data security.
The integration of AI has resulted in a 13% increase in customer satisfaction and has enabled DANA’s internal teams to concentrate on more strategic initiatives. DANA plans to continue exploring the potential of custom agents to meet evolving user needs.
