BRI Wins Two Best Mobile Banking and Chatbot Awards at BSEM MRI 2024

JAKARTA – BRI’s efforts to adopt digital transformation to meet various customer transaction needs have proven successful. This was proven in the “Bank Service Excellence Monitor (BSEM) 2024” survey, where BRI managed to rank first in the category of Best Mobile Banking Bank Performance for BRImo and Best Bank Chatbot Performance for Sabrina.

A survey conducted by the MRI research institute in collaboration with one of the media shows an increase in performance in a number of aspects of BRI products and services, especially the digital channel side.

On the Bank’s Mobile Banking side, BRI’s overall score increased by 2.65 points and rose three places from last year, making BRImo the best Mobile Banking according to MRI’s assessment and ranked 1st in 2024.

Apart from that, the BRI Chatbot “Sabrina” also won the title of Best Bank Chatbot Performance with a significant score increase of 16.28 points from last year, making Sabrina Chatbot ranked 1st in 2024.

Currently, the BRImo super app can provide various financial services that customers can access, ranging from savings, investment, insurance, to facilities for becoming a BRI merchant. It is also very easy for customers to invest through BRImo, starting from purchasing gold, securities, pension funds, to opening deposits. Moreover, with the push for more beyond banking services, it is hoped that customers’ days will always be accompanied by BRImo services.

^{(Photo: BRI doc)}

The BRI Sabrina chatbot has also been developed with more human-like artificial intelligence technology to interact with customers like humans. Customers can greet and chat with Sabrina regarding BRI products and services, such as information on office locations, BRI ATMs, AgenBRILink, and the location of the nearest BRI merchant. Not only that, customers also get information on BRI promos, check balances, account transfers, and help overcome customer transaction problems.

Apart from that, Sabrina has used Large Language Model (LLM) technology which can improve understanding of various questions and situations faced, so that she is able to provide increasingly precise and relevant responses in various regional Indonesian languages, such as Javanese, Sundanese, Padang, and so on.

BRI Retail Funding and Distribution Director Andrijanto said that the company always tries to adapt to the needs of financial services in society. This achievement is more motivation for the company to continue to provide services that exceed customer expectations.

“The dynamics of developments in banking technology encourage BRI to always strive to improve service quality, both in terms of walk-in channels and digital channels. “This is done to improve customer experience at all touchpoints,” said Andrijanto.

(skr)