Jakarta: Indonesian financial services are entering a latest era of digital transformation, with artificial intelligence (AI) now driving key advancements at Dana Indonesia, one of the country’s largest digital wallet platforms with over 200 million users. The integration of AI aims to deliver a more secure, inclusive, and personalized financial experience.
As part of a long-term strategy, Dana has collaborated with Microsoft since 2024 to integrate AI technology across its business operations, product development, and user experience. The collaboration focuses on creating innovative, secure, responsible, and sustainable digital financial services. This move reflects a broader trend of financial institutions leveraging AI to enhance services and security.
Ignatia Suwarna, VP of Engineering at Dana, stated that, “In the midst of accelerating digital transformation, AI is a critical catalyst that enables financial services to become more relevant, adaptive, and secure.” She added, “The implementation of AI is not just the adoption of new technology, but an effort to create a real impact for users, improve operational efficiency, and strengthen trust in the digital ecosystem.” Suwarna also emphasized that AI is viewed as a tool to enhance employee capabilities through upskilling and reskilling, rather than replacing human roles.
To realize its “AI Everywhere” initiative, Dana is utilizing a range of AI solutions from Microsoft, including Azure OpenAI, GitHub Copilot, and Microsoft 365 Copilot. This builds a foundation of integrated AI, from software development to employee productivity improvements.
GitHub Copilot, an AI-powered coding assistant, has reportedly helped developers accelerate application creation and improve code quality, with an acceptance rate of 25–30%.
A key innovation is the development of Diana, a virtual assistant based on Agentic AI and powered by Azure OpenAI. Diana is designed as a task-oriented dialogue system capable of handling user complaints empathetically, although converting each interaction into actionable insights. The system operates through the orchestration of multiple AI agents with different roles, including dialogue and empathy, context understanding, information retrieval, and insight analysis.
The implementation of this agentic AI has had a significant impact on Dana’s internal operations. Throughout 2025, the company reported a roughly 57% increase in operational productivity, a 13% increase in customer satisfaction, and a 10% acceleration in service resolution times. These achievements demonstrate the role of AI in delivering more responsive and high-quality services.
Looking ahead, Dana plans to further explore the potential of agentic AI through the development of a code review agent, an MCP agent, and custom agents. Fiki Setiyono, Azure Head to Market Lead at Microsoft ASEAN, affirmed Microsoft’s commitment to supporting Dana’s AI transformation by providing secure, reliable, and responsible cloud and AI technologies.
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(MMI)
