Hear Me Qorus-Infosys Finacle Banking Innovation Awards 2025

At BCA, innovation means more than just technology—it means creating inclusive solutions for everyone. This project was inspired by the real-life challenges faced by Deaf customers at myBCA stores, where communication during banking transactions was often difficult. Common methods like writing on paper or typing on phones didn’t always work, because the grammar of BISINDO (Indonesian Sign Language) is very different from spoken or written Indonesian. This often led to confusion and limited customer experience. To address this, BCA implemented Voice to Motion, an AI-powered feature developed by Hear Me, which translates spoken Indonesian into real-time 3D BISINDO animations. This solution was executed through close collaboration between BCA’s Digital Innovation Solution, Service Operations, Marketing & Communication, and Halo BCA teams. A unique challenge was the absence of established BISINDO signs for many banking terms. Rather than simplifying communication, BCA involved the Deaf community directly in co-developing new vocabulary, ensuring clarity, cultural sensitivity, and mutual respect. The impact has been profound: smoother communication, greater customer confidence, and reduced reliance on paper-based exchanges—supporting BCA’s environmental goals. This initiative is especially impactful given BCA’s customer base of over 42 million. With an estimated 7% of these customers living with disabilities—nearly 3 million people—the introduction of Hear Me plays a crucial role in breaking communication barriers and delivering truly inclusive banking experiences. By implementing this technology, BCA is not just solving a communication challenge—it is empowering millions to access financial services with confidence, independence, and dignity. This is how BCA defines innovation: not just by what we build, but by who we empower.

*Source: Indonesia Ministry of Social Affairs 2023