Jakarta, December 16, 2024

As part of its commitment to continue innovating in customer service, PT Jasnita Telekomindo Tbk. (“JAST”) has integrated AI into its Contact Center operations, enabling the use of smart chatbots, virtual assistants, and AI-powered sentiment analysis to deliver a more relevant and responsive service experience.

Smarter Personalization for a Better Customer Experience

With AI technology implemented in the Contact Center, every customer interaction will be analyzed in depth to provide more accurate and personalized solutions. “This technology allows us to understand each customer’s needs more specifically and offer more relevant solutions based on their profile and history,” said Yentoro, CEO of JAST. “AI gives us the ability to reduce customer wait times and provide more efficient service without sacrificing the human touch, which is still essential to the customer experience.”

Through sentiment analysis, AI can also detect customer emotions in real-time. This enables agents to adjust their approach, respond with greater empathy, and provide solutions that are better suited to the emotional state of the customer at that moment.

Benefits of AI Technology for Customers and the Company

The implementation of AI technology in the Contact Center brings numerous benefits for both customers and the company, including:

· Fast and Accurate Responses: With the help of chatbots and virtual assistants, customer inquiries can be answered automatically in a short time, providing the right solutions without waiting for an agent.

· More Personalized Service: Each customer interaction is personalized by understanding their needs based on recorded data and behavior, offering relevant product and service recommendations.

· Seamless Omnichannel Experience: Customers switching between channels—whether phone, email, or chat—will experience a more consistent service without having to repeat information they’ve already provided.

 

For the company, the implementation of AI also brings significant advantages, such as:

· Operational Efficiency: By automating routine tasks such as data verification or basic inquiries, agents can focus on more complex issues that require human interaction.

· Reduced Wait Times: AI helps reduce wait times by automatically processing requests and directing customers to the right channel more quickly.

· Increased Agent Productivity: Agents can handle more cases in less time with the help of AI-powered tools, without compromising service quality.

JAST believes that implementing AI in customer service is an important step in delivering a more modern and efficient customer experience.