Take Advantage Of AI, BRI Introduces Conversational Banking To Cash Management Robots

Director of Digital and IT BRI Arga M. Nugraha (doc BRI)

JAKARTA PT Bank Rakyat Indonesia (Persero) Tbk has again featured a number of innovations in the Artificial Intelligence (AI) sector that have been developed and implemented in various business lines and their products.

One of BRI's flagship AI innovations is the development of conventional banking through Sabrina, an AI-based chatbot that revolutionizes BRI's way of interacting with customers. Sabrina was developed with Natural Language Processing (NLP) and advanced analytics that allowed Sabrina to better understand the conversation.

Furthermore, customers can also access banking services, regardless of space restrictions, time, and even busy. Simply with voice command to Sabrina, customers can access whatever is needed, ensuring BRI can be present for each customer.

BRI's Director of Digital and IT, M. Nugraha, said that the use of AI in BRI is mainly carried out to increase operations so that it can provide customers' products and services that are more personal and inclusive to customers. In addition, he ensures that BRI is a bank close to technological developments.

We are an industry that is very close to technology. AI is our way of being able to humanize our services, especially digital services. With our expertise in microfinance, we see that we must serve the community in the lower segment," said Arga in his official statement, Sunday 9 June.

In addition, with the strength of its network that reaches remote areas of the country, it is important for BRI to ensure inclusive and accessible customer services. For this reason, Sabrina was developed using the Large Language Modelling (LLM) which allows Sabrina to learn more languages.

Then, Sabrina was able to understand up to 8 regional languages, such as Javanese, Sundanese, and Padang, where Sabrina's efficiency was even 12 percent faster to understand questions or orders in regional languages.

Not only from the customer side, but AI is also used by BRI to improve frontliners operations, namely customer service and BRI call center agents. BRI uses a generative AI to organize knowledge and present it in the form of a search engine called the Working Instruction Search Engine (WISE).

Through WISE, frontliners simply include customer questions or complaints at WISE, and WISE will provide solutions and procedures for how to respond to these questions or complaints.

Furthermore, BRI is also showing off robotic arm which will be used for cash processing management in BRI regional office. This technology aims to retrieve and deposit, as well as sort cash in regional office operations, as well as useful for minimizing differences and differences in the process.

Various innovations in the AI sector were developed by the BRIBRAIN team. BRIBRAIN is the center for exploration of AI (Predictive and Generative) initiatives in BRI, including exploring various AI use cases, forming standards and governance, and developing AI talent for BRI.