Jakarta -PT Bank Mandiri (Persero) Tbk. continues to expand its banking services especially on digital platforms that are believed to be the basis for future services.
Every year, Bank Mandiri budgeted about US $ 120 million from capital expenditure for information technology development with the composition of US $ 15 million – US $ 20 million for the development of security system.
Director of Digital Banking & Technology of Bank Mandiri Rico Usthavia Frans said the digital development will continue to be done by the state-owned bank to improve the service and performance of the company.
“We are also developing data center in Surabaya,” he said in Jakarta, Monday (19/3/2018).
One of the recent digital developments by Bank Mandiri is customer service through the official website and a number of social media accounts called MITA (Mandiri Intelligence Assistant).
The chatbot feature-based service is the result of Bank Mandiri’s partnership with Mandiri Capital Indonesia, a subsidiary of Bank Mandiri in the venture capital business, for its technology.
Meanwhile, Bank Mandiri plays a role in the development of Neuro-Linguistic Programming that will function to answer all customer questions related to product information or other banking issues.
Rico is reluctant to mention how much fund is invested by Bank Mandiri in developing this technology.
According to him, chatbot service is an innovation needed by the company with a shift in customer behavior in obtaining information.
“About 20% of the total 700,000 questions and complaints came from [digital] features,” Rico said.