Read in Indonesian here
Digital transformation in Indonesia’s financial services sector is entering a new phase, where artificial intelligence (AI) is playing an increasingly important role in shaping financial experiences that are safer, more inclusive, and more personalized. DANA Indonesia, one of the largest digital wallet platforms in the country with more than 200 million users, is at the forefront of this transformation.
Since 2024, DANA has collaborated with Microsoft to integrate AI technologies across its business operations, product development, and customer experience initiatives. This collaboration forms part of DANA’s long-term strategy to deliver digital financial services that are not only innovative, but also secure, responsible, and sustainable.
As a platform built on an open ecosystem approach, DANA works with a wide range of partners, from MSMEs to global collaborators, to expand financial inclusion and promote more equitable financial well-being across Indonesia. This commitment is also reflected in various social initiatives, including women’s empowerment and environmental sustainability programs. For DANA, technology is not simply a tool for transaction, it is an enabler for creating meaningful and sustainable social impact alongside business growth.
“Amid the rapid pace of digital transformation, AI has become a critical catalyst for delivering financial services that are more relevant, adaptive, and secure. For DANA, adopting AI is not merely about introducing new technology, but about creating tangible impact for our users, improving operational efficiency, and strengthening trust across the digital ecosystem. More importantly, we see AI as an enabler to strengthen talent capabilities through upskilling and reskilling—not to replace human roles, but to empower our people to continue growing and innovating,” said Ignatia Suwarna, VP of Engineering, DANA.
Ensuring Security and User Protection at Digital Scale
As its user base continues to grow along with the complexity of its services, DANA faces the ongoing challenge of maintaining the pace of innovation while ensuring the quality and security of the user experience. This is particularly important in helping users remain aware of potential risks when conducting digital transactions. In this context, AI plays a strategic role in helping DANA manage the scale and complexity of its expanding digital services.
Through initiatives such as DANA Protection, Tipu Online educational program, and Posko Bantuan Keliling security awareness campaign—which has reached 16 cities across Indonesia—DANA helps users recognize potential fraud, adopt safer digital transaction practices, and strengthen digital financial literacy more broadly. These efforts are further supported by AI-powered solutions built on layered data integration, combining real-time data access, system monitoring, and robust governance frameworks to ensure services remain secure, reliable, and inclusive.
Making AI a Driver of Innovation Across DANA Services
Since partnering with Microsoft to integrate AI across its operations and product development, DANA Indonesia has leveraged Azure OpenAI, GitHub Copilot, and Microsoft 365 Copilot to build an end-to-end AI foundation. This foundation supports everything from software development to employee productivity, while maintaining strong standards for security, privacy, and corporate governance.
The collaboration becomes part of DANA’s “AI Everywhere” initiative, which embeds AI across people, processes, and products. Rather than focusing solely on technology adoption, the initiative aims to strengthen cross-team collaboration, accelerate service innovation, and deliver user experiences that are increasingly relevant and responsive to the evolving consumer needs.
A key milestone in this transformation is the strengthening of developer capabilities through GitHub Copilot as an AI-powered coding assistant. The solution helps developers accelerate application development while significantly improving code quality, with acceptance rates reaching around 25–30% across both front-end and back-end development platforms. At the same time, Microsoft 365 Copilot supports broader workforce productivity—from workplace collaboration and data analysis to more informed, data-driven decision-making.
As its strategic technology partner, Microsoft supports DANA in building a secure, reliable, and responsible AI foundation to serve millions of users across Indonesia. Through cloud and AI solutions such as Azure OpenAI and the Copilot ecosystem, Microsoft enables organizations like DANA to innovate with confidence while upholding enterprise-grade standards for security, privacy, and governance. The flexibility of these digitalized services also allows DANA to adopt AI in a gradual and measured way—ensuring each implementation addresses real business needs, enhances user experiences, and remains aligned with responsible AI principles.
Introducing More Personalized Customer Experiences Through Agentic AI
Going the extra mile, DANA’s AI transformation continues with the development of DIANA, its user service platform powered by Azure OpenAI. Designed as a task-oriented dialogue system, DIANA functions as a virtual assistant capable of responding to user inquiries with empathy, meanwhile turning every interaction into actionable insights to continuously improve service quality.
DIANA operates through the orchestration of multiple AI agents with distinct roles, including agents for dialogue and empathy, contextual understanding and management, knowledge base retrieval, and insight analysis for service improvement. This approach enables DIANA to function not only as a chatbot, but also as a continuous learning system that helps enhance service quality over time. To ensure reliability at scale, DANA utilizes the robust cloud infrastructure of Microsoft, designed to maintain optimal system performance even during usage spikes. The system is also supported by failover mechanisms that allow services to continue operating smoothly, ensuring a seamless user experience.
The adoption of agentic AI has delivered significant operational impact for DANA. Throughout 2025, the company recorded approximately 57% growth in operational productivity, a 13% increase in customer satisfaction, and around 10% faster service resolution time. These outcomes demonstrate how AI adoption can enhance internal efficiency while delivering more responsive and higher-quality services for users. At the same time, the collaboration between humans and AI has enabled teams to shift their focus toward more strategic, high-value work while preserving the creativity, empathy, and judgment that remain uniquely human in driving innovation.
Many Steps Forward with Trusted Agentic AI
The collaboration between DANA and Microsoft demonstrates how the strategic adoption of AI can drive business transformation while strengthening a safer, more inclusive, and sustainable digital financial services ecosystem in Indonesia. Fiki Setiyono, Azure Go to Market Lead, Microsoft ASEAN stated, “Microsoft is committed to supporting DANA’s AI transformation journey by providing secure, reliable, and responsible cloud and AI platforms. We believe this collaboration reflects how organizations from the financial service sector in the country can leverage AI to accelerate innovation while delivering more inclusive, trustworthy solutions that empower communities and strengthen Indonesia’s digital economy ecosystem.”
Looking ahead, DANA will continue exploring the potential of agentic AI within Copilot through the development of a code review agent, Model Context Protocol (MCP) agent, and custom agents. These initiatives reflect DANA’s commitment to leveraging AI strategically to accelerate innovation cycles, improve operational efficiency, and ensure service quality remains strong amid the growing and evolving needs of its users.
With AI as its foundation, DANA is not only delivering financial services that are secure, inclusive, and easily accessible, but also expanding digital literacy and empowering previously underserved communities. This commitment to security, strong governance, and responsible AI principles ensures that each innovation delivers meaningful impact while building long-term trust across Indonesia’s digital financial services ecosystem.
###