INDUSTRY.co.id - Yogyakarta - The development of artificial intelligence technology or commonly called artificial intelligence (AI) encourages the banking industry to enter a new phase of transformation. Financial services now no longer rely solely on physical networks, but are moving towards a service model that is increasingly connected to the digital ecosystem and daily activities of society. These conditions make it necessary for banks to continue to evolve in order to remain relevant amid changing customer behavior and fast-evolving industry dynamics.
The director of BRI Hery Gunardi revealed it in the Business Talks session at the 2026 Jogja Financial Festival at Jogja Expo Center, Yogyakarta (23 / 5). Hery highlighted how technology has changed the banking industry, starting with its research patterns, service distribution models, to the financial industrial competition that is now increasingly digital.
According to Hery, banking continues to change and experience evolution. He then quoted the leading author Brett King who writes a lot about banking. In the age of the bank 1.0, the basic service of the bank was a transaction using only checks and gyros. Then the era of the bank 2.0 where the automatic use of teller machine (ATM) can serve 7x24 hours.
"Then the 3.0 is also related to the internet banking. So customers may no longer have to come to the bank branch for example, for corporate statements, they can make transactions from the office with internet banking," said Hery.
"Now this fourth is financial technology, fintech and also digitalization. Now this digital has already changed the behavior of the customers in Indonesia especially as well as the overseas ones, for example.
It was digitized in the banking sector very quickly, a Covid-19 pandemic moment a few years ago, along with the process. "That volunteer couldn't have come to the branch. So the last one was a tech stutter, couldn't use mobile banking, was forced to use mobile banking, because it couldn't come to ATM, couldn't come to the branch, couldn't make a deal on the teller and so on," Teach Hery. ".
"Well what banks do, according to Brett King, banks are a technology company with a banking license. In fact, banks are technology company," the Hery word.
"It is one must that we must transform ourselves, change ourselves. Not only digitization, not just automation, but also associated with now there are AI and T-KEN1X genes. So if it's not changed, we're no longer following this trend, it's going to be abandoned by its account," said Hery.
