OJK Launches Chatbot Customer Support Technology

As an effort to build a strong digital financial ecosystem, the Financial Services Authority (OJK) on Monday (10/10) launched a customer support technology chatbot service.

This program was launched as part of the OJK Virtual Innovation Day 2022 or OVID 2022 series of events held in Jakarta, Monday (10/10/2022).

Chairman of the OJK Board of Commissioners Mahendra Siregar emphasized that the initiative was prepared to build a strong, responsible, and sustainable digital financial ecosystem.

“OJK seeks to optimize technology to carry out supervision both in the context of prudential supervision and market conduct or consumer protection known as supervisory technology [suptech],” Mahendra said at the OJK Virtual Innovation Day press conference titled ‘Building Trust in Digital Financial Ecosystem’.

Mahendra explained that consumer support technology (CST) in the form of Chatbot-CST has features to support the authority in monitoring and listening to consumers in the financial services sector.

The chatbot initiated by OJK is a project that started in 2019 and is supported by the Bill Melinda Gates Foundation in the form of a Technical Assistant from Microsave Consultant.

Later, the chatbot service will use big data analytics, machine learning, text mining, and other similar technologies to strengthen market conduct supervision, especially in handling complaints and identifying the behavior of financial service providers that have the potential to violate consumer protection principles.

“The chatbot-CST platform is a one-gate solution in terms of consumer complaints that are integrated with OJK applications such as WhatsApp, Telegram, LINE, the OJK website, social media, and APPK,” he explained.

On the same occasion, OJK also launched digital financial literacy modules related to consumer complaint channels as well as programs to increase human resource capacity in the fields of supervisory technology (suptech) and regulatory technology (regtech).

In the future, Mahendra stated that OJK will be a role model for regulators who apply chatbot technology based on Artificial Intelligence (AI), where chatbots act as virtual assistants and have various uses in improving consumer protection.

“The whole program is expected to increase the level of public trust in digital finance and have a positive effect on the escalation of financial inclusion in Indonesia,” he concluded.