PT Bank Rakyat Indonesia (BRI), one of the largest banks in Indonesia has unveiled plans to use artificial intelligence (AI) solutions to improve operations, services, and customer experience.
The bank will modernise its conversational banking platform, IT workload management and explore collaborative technologies to enhance technical capabilities of its employees.
BRI's digital and information technology director Arga M. Nugraha said BRI has signed a deal with Microsoft for using its latest technology solutions including Microsoft Azure to provide inclusive experience for customers.
The state-owned bank founded in 1895, specialises in small scale and micro-finance style borrowing from and lending to its approximately 30 million retail clients through its over 8,600 branches, units and rural service posts.
It has already developed generative AI-based solutions to improve their operational efficiency and service quality
For instance, BRI's digital chatbot - Sabrina has been built with ChatGPT technology through Azure OpenAI Service.
Arga said the chatbot is being continuously developed since 2018 with Large Language Modelling (LLM) to understand various Indonesian local languages and answer questions from customers.
Sabrina is now integrated with BRI's mobile bank app to ease customers in accessing its features.
"This aims to revolutionise customers’ interaction in retrieving information regarding BRI’s products," he added.
By leveraging AI Search technology from Azure Cognitive Search, BRI has developed an AI-powered search engine - Working Instruction Service Excellence (WISE) to assist BRI customer service and call centre agents.
The company has also built 'content factory' to align the creation of marketing materials and a letter creation tool to standardise administrative documents.
Arga said BRI further plans to develop pipeline management solution that makes it easier for its marketers to obtain leads.
"This will strengthen our customer and merchant network," he added.
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