2. BRI Virtual Assistant Sabrina with a converting conversation to selling feature so that Sabrina can provide information on the closest BRI collaboration merchants (a certain radius around the customer) which customers can now use. Apart from that, Sabrina also has other excellent features such as checking balances or account mutations as well as information on BRI office locations and BRI CRM/ATM. 3. The toll-free Contact BRI service makes it easier for customers to contact Contact BRI 1500017 via the BRImo application which is supported by advanced internet network-based technology with the advantages of clear voice quality and wider and more stable network coverage. The efforts to improve service quality was complemented by the inauguration of the BRI Contact Building in Jakarta on October 13, 2023. The spirit of service is presented through a building design with nuances and naming of work spaces that refers to customer centric concepts starting from Emphaty, Fast, Precise and Excellent so as to reflect commitment in maintain service consistency. Improvements are not only carried out on the digital service side, but also from the back office through automation and accelerating the resolution of customer complaints, thereby further increasing Customer Engagement with customers. Monitoring of service quality is also continuously carried out, where BRI collaborates with independent institutions to carry out objective measurements. The results obtained in 2023 are as follows: 1. The Best Contact Center Indonesia 2023 (ICCA) a. Platinum – Best Tehcnology Innovation b. Platinum – Best Employee Engagement c. Platinum – Best Scheduling 2. The Best Contact Center Asia Pacific (APAC), Silver – Technology Innovation Category 3. Infobank Banking Service Excellence Awards 2023 a. The 1st Best Overall ATM b. The 2nd Best Opening Account via website c. The 2nd Best Cash Recycle Machine (CRM) d. The 3rd Best Contact Center in Service Excellence e. The 3rd Best Digital Channel in Service Excellence f. Golden Recognition – 5 Concecutive years in Service Excellence. 4. Indonesia WOW Brand 2023 a. Gold - ATM b. Silver - Call Center c. Silver - Tabungan d. Silver - Bank Konvensional e. Bronze - Kartu Uang Elektronik f. Bronze - Mobile Banking As a journey to strengthen retail banking capabilities, in 2024 BRI will further improve service quality throughout the Work Network by continuing to make improvements to Complaint handling both through conventional channels and self-service. Offices with new formats will continue to be presented to provide new experiences, the commitment to serve more quickly and accurately will be maintained supported by capable Frontliners, and the capability and reliability of transaction support machines will continue to be improved to serve more complex transactions. Through these various efforts, it is hoped that customers can make transactions more quickly, easily and comfortably, both through self-service and assisted by BRI Frontliners. PT Bank Rakyat Indonesia (Persero) Tbk. 2023 Annual Report 439 Business Support Functions Overview
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