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Jonathan Napitupulu

Founder, ConverseAIght

Founder, ConverseAIght

Illustration of many chat bubbles splitting into two queue lanes, one to an AI agent and a priority lane to a human agent's headset, under a 24-hour clock arc.
Contact Center Operations

WhatsApp Chat Volume in Contact Centers: 7 Queue Rules

21 Oct 2026 · 7 min read

WhatsApp Business API for Customer Service in Indonesia
Service Channels

WhatsApp Business API for Customer Service in Indonesia

21 Sept 2026 · 3 min read

First Contact Resolution: How to Count It Honestly
Service Metrics

First Contact Resolution: How to Count It Honestly

14 Sept 2026 · 3 min read

When an AI Agent Must Handoff to a Human
Service Automation

When an AI Agent Must Handoff to a Human

7 Sept 2026 · 3 min read

Contact Center Quality Assurance Without Hearing Every Call
Quality Assurance

Contact Center Quality Assurance Without Hearing Every Call

31 Aug 2026 · 3 min read

PDP Compliance for Contact Centers: A Checklist
Data Compliance

PDP Compliance for Contact Centers: A Checklist

24 Aug 2026 · 5 min read

Omnichannel Contact Center vs Multichannel
Customer Experience

Omnichannel Contact Center vs Multichannel

17 Aug 2026 · 5 min read

Deflection Rate Contact Center: A Metric Guide
Operations Metrics

Deflection Rate Contact Center: A Metric Guide

10 Aug 2026 · 5 min read

Contact Center Cost: True Cost per Inbound Call
Contact Center Cost

Contact Center Cost: True Cost per Inbound Call

3 Aug 2026 · 6 min read

The CX Brief

AI contact center, omnichannel service and compliance notes for Indonesian service leaders.

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