Study Finds Indonesian Banks Lag Singapore, Malaysia and Thailand in AI Adoption
The Twimbit report on ASEAN banking customer experience says large Indonesian banks are held back by data scattered across multiple systems, making them less AI-ready.
A Twimbit study, "The State of ASEAN Banking CX 2026", covered by Katadata on October 26–27, finds Indonesian banks trailing their counterparts in Singapore, Malaysia and Thailand on AI adoption. Digital-only banks such as Bank Jago, which runs round-the-clock AI-based customer service, rank as relatively advanced, while the large incumbent banks are reported to be falling behind their regional peers.
The report identifies the main obstacle for the big banks as data fragmentation: customer and operational data spread across many different systems makes integration and "AI-readiness" genuinely difficult to achieve. The finding comes from a vendor-published study whose methodology has not yet been independently reviewed, but it aligns with the picture from Indonesia's digital channels, where booming consumer-facing apps sit on top of back-office processes still heavy with manual document handling.