Jakarta, Hilton News –
PT Bank Rakyat Indonesia (Persero) Tbk agreed on a strategic partnership with Microsoft to encourage the development of artificial intelligence (AI) utilization at BRI on Wednesday (24/4).
Through the partnership signed by BRI’s Director of Digital and Information Technology Arga M. Nugraha, and President Director of Microsoft Indonesia Dharma Simorangkir, BRI continues to enrich innovation and AI-based digital solutions to improve operations, services, and customer experience in using various BRI products.
Together with Microsoft, BRI will modernize BRI’s conversational banking platform, modernize BRI’s IT workload management, explore collaborative technology to strengthen BRI’s market share, increase digital and IT capabilities, to the technical capabilities of BRI workers.
Arga is optimistic that this partnership has great potential for BRI to provide the best and inclusive experience for customers.
“We adopt a lot and utilize Microsoft’s latest technologies such as Generative AI from Microsoft Azure which we implement for further development of Sabrina’s chatbot,” said Arga.
Since 2018, Sabrina, BRI’s chatbot, has been continuously developed to be able to understand and answer various customer questions. With Large Language Modelling (LLM), Sabrina can understand the diversity of customer languages.
Meanwhile, by adopting ChatGPT technology through Azure OpenAI Service, Sabrina is now also able to understand various regional languages, such as Javanese, Sundanese, Padang, and so on.
Arga added, Sabrina has been integrated with BRImo, to make it easier for customers to access various BRImo features and revolutionize customer interactions that need information. Thus, through Sabrina, BRI can provide a sophisticated and inclusive digital banking experience.
By utilizing AI Search technology from Azure Cognitive Search, BRI has developed WISE or Working Instruction Service Excellence which acts like an AI-powered search engine with the ability to revolutionize the way BRI Customer Service and Call Center Agents work to find customer service management.
Arga emphasized that this will help frontliners to effectively cut time answering customer questions and complaints.
In addition, technology collaboration with Microsoft is also used to develop pipeline management that makes it easier for BRI marketers to obtain leads, providing collaborative technology for the ease of BRI merchant business.
In other words, this will strengthen BRI’s customer and merchant network. In the end, these various innovations are believed to bring BRI closer to achieving the vision of Champion of Financial Inclusion.
President Director of Microsoft Indonesia Dharma Simorangkir assessed, BRI consistently shows agility to continue to advance in the AI era. It didn’t take long, BRI was able to utilize generative AI to create service differentiation that has a positive impact on customers.
“We are honored to work with BRI in empowering an inclusive digital economy in Indonesia,” Dharma said.
This joint commitment between BRI and Microsoft focuses on developing technologies that transform and improve customer service. Both companies are optimistic that this collaboration will have a positive impact, as well as provide a new inclusive experience for Indonesian banks.
(rea/rir)
[Image:HN Video]