Jakarta, INTI - The use of artificial intelligence (AI) is increasingly becoming a crucial part of the transformation of the financial services industry. Amid increasingly fierce competition, companies are leveraging AI to improve operational efficiency, accelerate business processes, and provide faster and more personalized customer service.
In line with this trend, the financial technology lending company Kredit Pintar is expanding its use of AI across various customer service areas. This technology is being used to expedite service delivery, improve first-contact resolution, and boost customer satisfaction.
Kredit Pintar Utilizes AI for Efficient Services
Ronny Kasim, President Director of Kredit Pintar, stated that AI is not simply about keeping up with technological developments, but rather becoming the foundation for building more efficient services and providing real benefits to customers.
"When technology can help customers find solutions more easily and provide a better experience, that's where innovation truly creates value," said Ronny.
One implementation is Super Kepi, an AI-based chatbot that can handle customer inquiries 24/7. The chatbot can contact customers, offer payment assistance, and provide timely guidance, making the service process faster and more efficient.
Amid the competitive online lending industry, Kredit Pintar considers customer experience to be a key differentiating factor. Therefore, AI investments are focused not only on process automation but also on helping customer service agents work more effectively, speeding up decision-making, and improving the quality of every interaction.
"Ultimately, the success of AI implementation is measured not by the sophistication of the technology, but by the tangible impact felt by customers," added Ronny.
Ronny believes Indonesia has a significant opportunity to become a hub for AI innovation in Southeast Asia. He expressed that the responsible implementation of AI cannot only improve company operational efficiency but also expand public access to faster, safer, and higher-quality financial services.
For this AI implementation, Kredit Pintar won three awards at the CX Asia Excellence Awards 2026 in Singapore.
Conclusion
Kredit Pintar is strengthening the use of artificial intelligence (AI) to improve operational efficiency and customer service quality amidst the competitive online lending industry. AI is used to accelerate service completion, improve first-contact resolution, and support decision-making. The company has Super Kepi chatbot that serves customers 24/7 and provides proactive payment assistance. Ronny Kasim said AI is the foundation for delivering more efficient services without replacing human roles, but rather helping the team focus on resolving customer issues.
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