BRI Soon to Introduce Chatbot For Customer

Bank Rakyat Indonesia (BRI) will launch chatbot platform as a company's solution to be in-sync with technology development. To implement the technology, BRI partnered up with Kata.ai as the developer.

The chatbot presence is expected to serve BRI customer in accessing banking services at all cost by smartphone.

"We will launch BRI chatbot in the 122th anniversary, on December 16th, 2017," said Kaspar Situmorang, BRI's Vice Precident in panel discussion held by Kata.ai on Tuesday (12/12).

To DailySocial, Situmorang explained the new chatbot is temporarily serve only standard features such as transaction check, info and promos, and so on. It can also be accessed only through Facebook Messenger platform. Company will probably take the chatbot into WhatsApp by next year.

For Situmorang, chatbot is one of company's strategy to increase engagement with customers, also a move to attract new customers. Currently, BRI has 52 million customers across Indonesia, meanwhile the internet banking and SMS banking users reach up to 16 millions.

Chatbot application in banking

BRI will be the third bank to apply chatbot technology in Indonesia, after BCA's Vira and BNI's Cinta (the latter is partnering with Bang Joni).

BCA applies chatbot to provide the latest information and promotion, as well as banking transaction of balance check, account mutation, info credit card and administration. Vira comes in three platform, Facebook Messenger, Line and Kaskus chat.

For Cinta, BNI customers will be able to conduct banking activities through chat on Facebook Messenger and Twitter's Direct Message. Cinta also comes in BNI's mobile banking feature as Chat Now option.

– Original article is in Indonesian, translated by Kristin Siagian