JARVIS: AI-Powered Customer Engagement & Experience Orchestration Platform Qorus-Infosys Finacle Banking Innovation Awards 2024

BCA, an Indonesian bank serving over 38 million customers and managing 30 billion transactions annually, struggled with fragmented customer data, siloed divisions, and labor-intensive campaign processes consuming 368,640 hours yearly. These issues led to a 221% increase in complaints since 2020 and minimal positive feedback (3%) from campaigns.

To tackle this, BCA developed JARVIS, a centralized AI-driven platform for personalized, secure customer interactions across 12 touchpoints, including mobile, branches, and online. JARVIS eliminates data silos with a single-source database, uses real-time analytics to understand customer behaviors, and employs machine learning to predict needs and personalize interactions. It ensures data security with robust privacy controls and is governed by a structured team for effective management. Different from conventional marketing, JARVIS can centralize 700 data fields from digital and physical banking channels, allowing remarkable service personalization. It generates 3 million decisions daily with a response time under 200ms. JARVIS enhances customer loyalty through improved service consistency and personalization, setting a new standard for customer engagement in the industry.

In Q1 2024, JARVIS generated 134 million interactions, reduced process time by 99%, decreased complaints by 59%, and increased positive feedback 5.6 times. It contributed USD585 billions to business acquisitions and significantly improving customer satisfaction and engagement, as recognized by Gallup International. Customer Satisfaction & Engagement (CE) result are growing positively to 4.75. Based on Gallup International's Assessment, BCA achievement above the global average / above 90th percentile & also the first & only company in Indonesia that achieve Gallup Global Customer Engagement Award