PT Bank Rakyat Indonesia (Persero) Tbk. (BRI) once again demonstrates its excellence in technological innovation, particularly in the field of Artificial Intelligence (AI). Various AI innovations have been developed and implemented across BRI’s business lines, which were presented at the Kick Off BUMN AI Center of Excellence event on Thursday (June 6th).
BRI’s Director of Digital and IT, Arga M. Nugraha, emphasized that the utilization of AI at BRI aims to improve operations and provide more personal and inclusive services to customers. “We are an industry that is very close to technology. AI is our way to humanize our services, especially digital services. With our expertise in microfinance, we see that we must serve the community in the lower segments,” said Arga.
The event, organized by the Project Management Office of the BUMN AI Center of Excellence of the Ministry of State-Owned Enterprises, was attended by the Deputy Minister of State-Owned Enterprises Kartika Wirjoatmodjo, the Deputy for Human Resource Management, Technology, and Information of the Ministry of State-Owned Enterprises Tedi Bharata, and more than 150 participants from 15 state-owned enterprises. They presented the adoption of AI for performance and service improvement in each business line.
One of BRI’s flagship AI innovations is the development of conversational banking through Sabrina, an AI-based chatbot that has revolutionized the way BRI interacts with customers. Sabrina uses Natural Language Processing (NLP) and advance analytics to understand conversations better. With voice command, customers can access banking services anytime, ensuring that BRI is always present for every customer.
Sabrina is also able to understand up to eight regional languages such as Javanese, Sundanese, and Padang, thanks to the use of Large Language Modeling (LLM). “Sabrina’s efficiency is even 12 percent faster in understanding questions or commands in regional languages,” explained Arga.
BRI also utilizes AI to improve the operations of frontliners such as customer service and call center agents. Generative AI is used to organize knowledge through a search engine called Working Instruction Search Engine (WISE). With WISE, frontliners can easily find solutions and procedures to respond to customer questions or complaints.
In addition, BRI showcased a robotic arm that will be used for cash processing management in regional offices. This technology assists in the retrieval and deposit, as well as the sorting of cash, in order to minimize discrepancies and differences in the process.
These innovations were developed by the BRIBRAIN team, the center for AI initiative exploration at BRI, which is also in charge of establishing standards and governance, as well as developing AI talent for BRI.
Repiw’s Conclusion: BRI continues to demonstrate its commitment to adopting AI technology to improve its services and operations. With innovations like Sabrina and WISE, BRI not only increases efficiency but also provides more personal and inclusive services. This initiative shows that BRI is ready to face the technological challenges of the future with innovations that focus on customer needs.
