CIMB Niaga Partners with Google Cloud and Artefact to Launch AI Agent for Banking Services

(ki-ka) Michael McGauran, Partner, Artefact; Sai Prasad Kolluri, Head of Technology, Indonesia, Google Cloud; Billie Setiawan, Head of Data Analytics and AI, CIMB Niaga; Arthur du Passage, Partner, Artefact (photo: Ist)

PT Bank CIMB Niaga Tbk (CIMB Niaga), Google Cloud, and Artefact announced the launch of an AI agent designed specifically to improve the banking experience for millions of Indonesians.

Developed by CIMB Niaga AI Center of Excellence (CoE) together with Artefact, by utilizing the full-stack AI capabilities of Google Cloud, this agent helps bank employees provide more relevant, personalized, and proactive advisory services according to the financial goals and life stages of each customer.

"Together with Google Cloud and Artefact, we are reintroducing the role of the bank as a long-term financial partner for the Indonesian people," said Head of Data Analytics and AI CIMB Niaga, Billie Setiawan.

This collaboration presents two main agents built on the Vertex AI platform from Google Cloud by CIMB Niaga AI CoE and Artefact. Both agents are designed to strengthen the capabilities of CIMB Niaga employees in providing more personalized and seamless services.

Relationship Manager AI Agent

The Relationship Manager AI Agent is designed as a strategic partner in decision-making. This agent not only aggregates data, but also processes daily market sentiment and financial trends into actionable insights.

Contact Center AI Agent

Contact Center AI Agent which serves as an intuitive and real-time partner for the service team. Unlike conventional contact center tools, this agent works side by side with employees during the interaction and proactively displays the most relevant procedure information and product details at the right time.

To ensure that AI agents consistently provide accurate and relevant support according to the domain needs of employees, CIMB Niaga through the AI CoE together with Artefact built a centralized knowledge management system by utilizing the integrated data-to-AI platform and managed database services from Google Cloud.

Unlike generic AI tools that rely on fragmented or not always up-to-date public data, CIMB Niaga agents are supported by a secure and verified internal data repository.

As a result, the interaction between employees and AI is based on a single trusted source of truth, allowing employees to provide more accurate, informative, and context-appropriate services to each customer.

"AI transformation in the banking sector is not just about adopting separate solutions, but implementing an integrated platform strategy that allows every employee to access tools and insights according to their role, at the right time," concluded Mark Micallef, Managing Director, Southeast Asia, Google Cloud.