Sabrina
Award-winning banking assistant (The Asian Banker)
Products used:
Kata Flow
Kata NL
Whatsapp Business API
“What we like the most from Kata.ai solutions are its omnichannel and easy integration. It speeds up our business operations, so our customers can interact with Bank Rakyat Indonesia without hassle.”
Kaspar Situmorang
EVP Digital Centre of Excellence BRI
Background
As the largest bank in Indonesia based on assets, reach, and the number of customers, Bank BRI has adopted digital transformation since 2017. This digital transformation aims to revamp BRI's customer service operation. Furthermore, this digital transformation also has two goals; first is to create a lag with competitors; second is how to catch up with competitors. One of the strategies for this transformation is by releasing Sabrina smart virtual assistant.
Sabrina was released in early 2018, to serve BRI's millions of micro customers. This virtual assistant is supported by artificial intelligence and NLP technology to provide quick service to BRI's customers. Kaspar Situmorang - Executive Vice President of Bank BRI, said," The digital strategy of Bank BRI focuses on three things: platforms, process, and business models. Those three core strategies are implemented to create an excellent service and excellent operational to customers".
Bank BRI decided to build Sabrina virtual assistant and integrate it into popular messaging apps such as WhatsApp, Facebook Messenger, and Telegram to help millions of BRI's customers. So, when customers need an assistant, they can ask Sabrina through chat apps. In addition to that, this smart virtual assistant can automate repetitive questions, freeing up BRI's teams to focus on more complex and strategic tasks.
Solution
The name Sabrina means "Smart BRI New Assistant." The objective of this smart virtual assistant is to address any customer queries and to complete all requests, enabling Bank BRI's contact center team to deliver 24/7 contextual support. With this virtual assistant, customers can find ATM and branch office locations nearby, top-up Brizzi card, get the latest information about the exchange rate and interest rate. Customers can also recieve other information about Bank Bank BRI's products and services and stay up to date with merchants promo. You can access Sabrina on Facebook Messenger, WhatsApp, and Telegram with conversations in Indonesian.
The reason BRI choose Kata.ai as a partner to build and develop Sabrina virtual assistant is due to our more comprehensive NLP technology. In addition, this virtual assistant can be integrated into multiple channels (omnichannel) to accelerate BRI's digital service implementation.
"From 2018, we already used three channels for Sabrina integration, which are Facebook Messenger, Telegram, and WhatsApp. But until today, most of interactions came from WhatsApp, and most of our customers preferred to communicate with Sabrina or our contact center team through that channels," said Kaspar.
The impact
- For the past year, on average, Sabrina's monthly active users increased 89% month on month.
- Sabrina has managed to streamline customer service operations and increase productivity by up to 97% compared with agent handover.
- Sabrina virtual assistant has succeeded in refining Bank BRI's banking operations to attract and retain customers, especially Bank BRI's micro customers.
- In August 2018, Sabrina won "The Best Automated Advisory Initiative, Application or Programme" and "The Best Frictionless Customer Relationship Management" by The Asian Banker.
Other case studies
Ready to build your conversational AI?
Get started