Microsoft Strengthens DANA AI Infrastructure to Strengthen Digital Wallet Security

JAKARTA - Microsoft supports DANA in building the foundation of Artificial Intelligence (AI). In this collaboration, DANA integrates the Azure OpenAI cloud into its business operations gradually.

This transformation focuses on the development of DIANA, a virtual assistant that has now evolved into a task-oriented dialogue system. DIANA uses several AI agents to handle user complaints with a more responsive approach.

The application of this agenttic AI has an impact on the efficiency of the company's internal operations throughout 2025. DANA recorded an increase in operational productivity of up to 57 percent and an acceleration in the time to complete services of around 10 percent.

Microsoft guarantees that their technology infrastructure will keep the DANA system stable even if there is a spike in usage. This backup mechanism keeps the virtual assistant running smoothly without disrupting the user experience.

"We believe this collaboration reflects how financial services organizations can leverage AI to accelerate inclusive innovation," said Microsoft ASEAN Go to Market Lead Azure, Fiki Setiyono, in a statement received by VOI on Saturday, March 7.

DANA also utilizes the Copilot ecosystem to develop various special agents such as code review agents and MCP agents. This step is taken to accelerate the innovation cycle of technology without neglecting the customer data privacy factor.

The use of AI not only increases customer satisfaction by 13 percent, but also encourages internal teams to focus on strategic work. In the future, DANA is committed to continuing to explore the potential of custom agents in responding to user needs.