The increasingly advanced development of digital technology has changed the way people carry out various daily activities, including managing their finances. Observing this change in behavior, Bank Rakyat Indonesia (BRI) has launched the BRImo digital banking service in 2019 as part of their innovation and was awarded two awards in the survey Bank Service Excellence Monitor (BSEM) 2024.
After five years of operation, BRImo has succeeded in attracting the attention of 33.5 million users. Based on a report from Data.AI, BRImo is even the most downloaded mobile banking application by Indonesians throughout 2023.
Apart from receiving a warm welcome from the public, BRI’s steps in adopting digital transformation to meet customer transaction needs also received recognition in the survey Bank Service Excellence Monitor (BSEM) 2024.
In the survey, BRI managed to win first place in the Best Mobile Banking Bank Performance category for BRImo and Best Bank Chatbot Performance for Sabrina. The results of this survey, conducted by the MRI research institute in collaboration with Infobank Magazine, show an increase in BRI’s performance in various aspects of products and services, especially in terms of digital channels.
In the bank’s mobile banking aspect, BRI’s overall score increased by 2.65 points and rose 3 places from the previous year. This resulted in BRImo being named the best mobile banking according to MRI’s assessment, and ranking 1st in 2024.
BRI’s chatbot, known as “Sabrina”, also managed to achieve 1st place as the Best Performing Bank Chatbot 2024. Sabrina recorded a significant increase in score of 16.28 points from the previous year.
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sumber: Bank Service Excellence Monitor (BSEM) 2024
BRImo and Chatbot Sabrina Fulfill Customer Needs
BRImo and Chatbot Sabrina fulfill various customer transaction needs by providing comprehensive services. The BRImo super apps platform continues to be developed to provide easy access for customers to manage their finances, including savings, investments, insurance, and the ability to become BRI merchants.
It is also easier for customers to invest through BRImo. Now, they can purchase gold, securities, pension funds, and even open deposits just by using smartphone them.
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Dock. Bank Rakyat Indonesia (BRI)
The BRI Sabrina chatbot has also been designed and developed using artificial intelligence (AI) technology to interact with customers as if they were talking to a human. Customers can ask questions and discuss with Sabrina regarding various BRI products and services, such as information on BRI office and ATM locations, AgenBRILink, nearest BRI merchant locations, BRI promos, check balances, view account mutations, and help resolve problems with customer transactions.
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Apart from that, Sabrina has also used Large Language Model (LLM) technology to increase understanding of various questions and situations faced by customers, so that they can provide more appropriate and relevant responses. Not only that, Sabrina can also communicate in various regional languages in Indonesia, such as Javanese, Sundanese, Padang, and so on.
Andrijanto, Director of Retail Funding & Distribution at BRI, stated that the appreciation received by BRI will encourage the company to always adapt to the community’s financial service needs. This achievement will also be additional motivation for BRI to continue to provide services that exceed customer expectations.
“The dynamics of technological developments in the banking world encourage BRI to continue to improve service quality, both through traditional and digital channels. This is done to ensure a consistent customer experience at all service points,” added Andrijanto. #MIA (RO/Z-10)
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