Experience

Sabrina handles two in five Contact Center conversations

Sabrina is BRI's AI assistant. It answers customers on WhatsApp and in the bank's app. According to BRI's 2024 annual report, it handled 39.6% of the messages sent to the Contact Center, and customer satisfaction rose from 69.8% to 80% over the year.

customer conversations handled a month

5.1M

of Contact Center messages handled by Sabrina

39.6%

customer satisfaction, up from 69.8%

80%

Sabrina wins a special innovation award for virtual services and fraud prevention

Anugerah Inovasi Indonesia 2024, held at the Indonesia Stock Exchange in Jakarta, recognised BRI's AI assistant Sabrina for innovative products and business models in virtual services and anti-fraud.

Conversational banking and generative AI presented at the BUMN AI Center of Excellence launch

At the Ministry of State-Owned Enterprises' AI Center of Excellence kick-off, BRIBRAIN showed Sabrina's conversational banking, the WISE generative-AI search engine, and robotic cash management to 15 state-owned enterprises.

Indonesian regional languages Sabrina understands

8

Sabrina wins Best in Personalization Strategy at the Mata Lokal Awards 2024

Tribunnews' Mata Lokal Award recognised Sabrina's use of large language models to answer customers in Indonesian regional languages.

Sabrina ranked the best bank chatbot in Indonesia by Bank Service Excellence Monitor 2024

Bank Service Excellence Monitor is an annual survey of Indonesian banks by the research firm MRI and Infobank magazine. Sabrina came first for chatbot performance, with a score 16.28 points higher than the year before. BRI's mobile app, BRImo, came first for mobile banking in the same survey.

bank chatbot in Indonesia, 2024 survey

#1

points on its survey score in one year

+16.28

BRI and Microsoft sign an AI partnership to scale conversational banking

Under the agreement, Sabrina moved to Azure OpenAI Service so it could understand Javanese, Sundanese, Padangnese and other regional languages. WISE uses Azure Cognitive Search.

WISE named Best in Future of Operations at the IDC Future Enterprise Awards 2024

WISE (Work Instruction Search Engine) is a generative AI tool built by BRIBRAIN. Branch and contact-centre staff use it to find the right procedure when they handle a customer's question. It won BRI a second IDC Future Enterprise Award in a row.

frontline staff using WISE

17K+

more efficient at finding the right procedure

66%

BRIBRAIN named Best in Future of Intelligence, Asia Pacific

BRIBRAIN, BRI's AI and machine learning platform, won Best in Future of Intelligence at the IDC Future Enterprise Awards 2023, for both Indonesia and Asia Pacific. Its recommendations help the bank's field staff decide which customers to approach and what to offer them.

new micro-loan borrowers reached through its recommendations

3.6M

new BRILink agents (BRI's branchless-banking partners) recruited in 2023

22K+

Computer-vision fuelling authorisation reaches market as Tatsuno's AIGO

In 2021 I worked on an AI system at Nomura Research Institute that approves refuelling at self-service petrol stations. Tatsuno released it in Japan in 2026 as AIGO. It uses the surveillance cameras that self-service pumps are already required to have. It approves normal refuelling on its own, passes unclear cases to staff, and stops all pumps if it detects a fire.

self-service stations in Japan, the market it was built for

10,915

Automated corrosion loop development

A web app that groups piping components into corrosion loops, using k-means clustering and the group technology method. It takes an Excel sheet of operating conditions and materials, and returns the same sheet with a loop assigned to each component. It implements my 2020 paper in the Journal of Quality in Maintenance Engineering.

The auto-label matching service

The template matching service behind gaw.ai auto-label. It is written in Python and served with Ray across a head node and worker nodes. It was written by an engineer on the gaw.ai team.

Symbol and text recognition for piping and instrumentation diagrams

The software detects and recognises the symbols and text in piping and instrumentation diagrams (P&IDs) and other engineering drawings. It then exports equipment, instrument, valve and line lists to Excel or CSV, and can digitise legacy drawings.

gaw.ai introduces its three products

The products were built for engineering teams in oil and gas and petrochemicals. Auto-label detects and recognises symbols in engineering drawings, auto-text searches the information in them, and CL generates corrosion loops.

GetGo pivots from cashierless kiosks to visual search for e-commerce

COVID-19 closed the offices where GetGo's cashierless kiosks were installed. We reused the same image recognition technology to build a visual search engine, which matches a photo of an outfit to products in a retailer's catalogue.

Bringing AI to everyday retail transactions, online and offline

An article on GetGo's two products: a cashier-less mini store for offices, and a visual search API that lets shoppers find fashion items by taking a photo inside a retailer's app.

GetGo graduates from Gojek Xcelerate's fourth batch

GetGo was one of eleven startups in the fourth batch of Gojek's accelerator. The programme had trained 35 companies since it started in 2019.

Best Student Paper Award at ISOPE 2018

Awarded at the 28th International Ocean and Polar Engineering Conference in Sapporo (the ExxonMobil Prize), for a paper on neural network models for risk-based inspection screening. I wrote it with Prof. R.M. Chandima Ratnayake.