Sabrina Sabrina is a virtual assistant based on artificial intelligence (AI) technology developed by BRI to provide easy service and information to customers and potential customers. Sabrina can help customers get product information, promotions and the location of the nearest BRI ATM/Business Unit. Sabrina has been integrated with BRImo so that customers can find out account balance information and account mutation information through Sabrina. Sabrina is also one of the frontliners in facilitating customer questions and complaints regarding banking services provided by BRI. The number of messages sent by users to Sabrina was recorded at 55.6 million during 2023, an increase from 19.12 million messages in 2022. The average number of user questions that could not be answered (or so-called fallback rate) by this virtual assistant continued decreasing from 29.46% in 2022 to 17.8% in 2023. This good performance was supported by a satisfaction survey where 69.8% of users stated they were satisfied with the services provided. This figure increased from the previous figure of 57.7% obtained in 2022. Until now, Sabrina has become the favorite channel for users to make contact with BRI. Information Technology Infrastructure Architecture of Information Technology In line with the Information Technology Strategic Plan, BRI has an Information Technology Architecture as a basis for developing IT-based services. BRI’s IT architecture was prepared by considering aspects of business needs, data, technology, security, as well as applicable global frameworks and standards. Apart from that, BRI has also implemented Enterprise Architecture Management (EAM) which aims to enable resilience, business agility and fit-for-purpose to accelerate time-to-market and customer resilience. Active-active Data Center and Cloud Adoption IT infrastructure has the duty and responsibility to manage and maintain the availability and reliability of the entire communications network of the three BRI Data Centers. The three Data Center locations owned by BRI are connected to each other via DWDM (Dense wavelength-division multiplexing) link services. The DWDM service is configured with a Triangle topology using a router device as a termination at each Data Center location, so it is hoped that an optimal configuration could be obtained. Currently, the link between Data Centers is used for various types of data transmission between Data Centers, including transaction traffic from BRI Business Unit, back-up and replication traffic, and also includes traffic between applications that communicate with each other between different Data Centers. The three BRI Data Centers have also received 3 Tier III certifications from the Uptime Institute, namely Tier Certification of Design PT Bank Rakyat Indonesia (Persero) Tbk. 2023 Annual Report 428
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