AI-powered multilingual complaints management system for market conduct supervision in Indonesia and Ghana
We collaborated with the Otoritas Jasa Keuangan (OJK) in Indonesia and the Bank of Ghana (BOG) to design and implement a fully integrated financial consumer protection suite combining AI-powered multilingual chatbots, advanced analytics dashboards, and market sentiment monitoring. The solution, co-developed with Proto and Winnow Technologies, automates the intake, triage, and resolution of consumer inquiries and complaints across multiple channels, in local languages, and at scale.
The system centralises previously fragmented data sources, integrates with existing supervisory systems via APIs, and enriches complaint data with insights from web and social media scraping, sentiment analysis, and topic modelling. Interactive BI dashboards provide supervisors with real-time visibility into market conduct issues, emerging risks, and reputational threats.
This modernised approach has improved operational efficiency, reduced processing times, eliminated redundant manual work, and expanded authorities’ capacity to respond swiftly and consistently to consumer grievances. It has also enhanced supervisors’ ability to detect early warning signs of misconduct, inform policy decisions, and strengthen public trust in financial oversight.
