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“ First , identifying the customer can be a problem , especially in Indonesia where the national ID system is still under construction ,” says Li . Financial institutions need as much information as possible to serve customers and ensure their products are in line with consumer demand .
“ Financial institutions need new technology to help humans make decisions , especially for predictions ,” Li adds . “ For example , a machine can learn based on the human ’ s behaviour to make some decisions . The machine is faster and much more accurate at capturing all the dimensions of information , including the existing rules or policies , compared with human decisions . Machines can help humans make a lot of decisions from this point of view .”
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Li argues that a key factor in the digital transformation of banking has been consumer desire to choose self-service . For this to be successful , new tech-
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