Consumer Protection of Chatbot Use in Banking Services in Indonesia

Rian Mahendra; Rivaie  rahman; Sania Miftahul Jannah; Rifda Izzatun Nisa; Zulfi Putro Budi Utomo

Authors

Rian Mahendra Universitas Muhammadiyah Surakarta Author
Rivaie Rahman Universitas Muhammadiyah Surakarta Author
Sania Miftahul Jannah Universitas Muhammadiyah Surakarta Author
Rifda Izzatun Nisa Universitas Muhammadiyah Surakarta Author
Zulfi Putro Budi Utomo Universitas Muhammadiyah Surakarta Author

Keywords:

Banking Law, Artificial Intelligence, Consumer Protection, Chatbot

Abstract

Indonesia has undergone rapid digital transformation in the banking sector through the use of artificial intelligence (AI), particularly in the form of chatbots and service automation systems. However, this development also raises legal challenges related to personal data protection and consumer safety. This study aims to examine the legal regulations on the use of AI in banking services in Indonesia and analyze the legal protection for consumers who use AI-based services. The research method used is normative legal research with a legislative and conceptual approach, through a review of the Financial Services Authority (OJK) policies, including Financial Services Authority Regulation (POJK) Number 22 of 2023 concerning Consumer and Community Protection in the Financial Services Sector, which regulates obligations of transparency, information system security, cybersecurity, and the responsibility of PUJK in providing fair and safe services for consumers. The results of the study show that Indonesia has a general legal basis for regulating the use of AI in the banking sector, but there are no specific regulations that explicitly regulate algorithmic responsibility, AI model accountability, and consumer protection mechanisms in AI-based automated services. Therefore, specific regulations and strengthened AI governance in banking are needed, prioritizing the principles of transparency, data security, and consumer rights protection to create fair, safe, and reliable banking services.

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