Jakarta, 28 April 2024 – As a pioneer of many technological innovations in banking services, PT Bank Rakyat Indonesia (BRI) signed a collaboration with Microsoft to drive the development of AI utilization at BRI. The signing of the MoU was carried out by Arga M. Nugraha, Digital and Information Technology Director of BRI and Dharma Simorangkir, President Director of Microsoft on Wednesday (24/4).
Through this collaboration, BRI further enriches AI-based digital innovations and solutions to improve operations, services, and customer experience when using products. Thus, together with Microsoft, BRI will modernize BRI’s conversational banking platform, modernize BRI’s IT workload management, explore collaborative technologies to strengthen BRI’s market share, increase digital, IT and technical capabilities of BRI employees.
Digital and Information Technology Director of BRI, Arga M. Nugraha, stated, “This collaboration brings excellent potential for BRI to provide the best and most inclusive experience for our customers. We widely adopt and utilize Microsoft’s latest technologies such as Generative AI from Microsoft Azure which we implement for further development of our Sabrina chatbot.”
Since 2018, chatbot Sabrina has been continuously developed to be able to understand and answer various questions from customers. With Large Language Modelling (LLM), Sabrina can not only understand customers’ diverse languages. Adopting ChatGPT technology through Azure OpenAI Service, Sabrina is now able to understand various Indonesian local languages, such as Javanese, Sundanese, Padangnese, and so on.
Arga added, Sabrina is now integrated with BRImo, to ease customers in accessing BRImo’s features. This aims to revolutionize customers’ interaction in retrieving information regarding BRI’s products. Thus, through Sabrina, BRI wants to provide a sophisticated and inclusive digital banking experience.
By leveraging AI Search technology from Azure Cognitive Search, BRI has also developed WISE or Working Instruction Service Excellence. WISE acts as an AI-powered search engine capable to revolutionize the way BRI Customer Service and Call Center Agents work to find customer service management. This, of course, helps frontliners and effectively cuts time answering customer questions and complaints.
Moreover, this technological collaboration with Microsoft is also used to develop pipeline management that makes it easier for BRI marketers to obtain leads, proving collaborative technology to ease the businesses of BRI’s merchants. This will strengthen the customer and merchant network BRI has. These innovations bring BRI closer to achieving the Champion of Financial Inclusion vision.
“BRI shows agility to continue advancing in the AI era. In a short amount of time, they were able to leverage generative AI to create service differentiation that has a positive impact on customers in Indonesia. We are honored to work with BRI in empowering an inclusive digital economy in Indonesia,” said Dharma Simorangkir, President Director Microsoft Indonesia.
The joint commitment between BRI and Microsoft in developing technology to transform and improve customer service will be the main focus of cooperation between both parties. Both companies are confident that this collaboration will give positive contribution, as well as offer a new inclusive experience for Indonesia’s banking landscape.
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