Bangun Operasi Customer Service Berbasis AI yang Siap OJK, PDP, dan TKDN

Interactive Voice Response (IVR)

Multi-level configurable IVR with DTMF and voice input for self-navigation

Automatic Call Distribution (ACD)

Rule-based routing of incoming calls to appropriate available agents

Intelligent call routing

AI-powered routing analyzing caller intent, history, and sentiment to optimize matching

Call queuing and queue management

Overflow management with priority configuration, EWT announcements, position-in-queue

Call recording

Automatic/on-demand recording with secure storage, metadata search, retention policies

Call transfer (warm and cold)

Direct and consultative transfer to other agents/departments/external numbers

Conference calling

Multi-party calls adding supervisors or SMEs into active customer interactions

Click-to-call and WebRTC softphone

Browser-based softphone for agents; click-to-call buttons for customers on web/app

Automated callback

Offer callers a callback preserving queue position, reducing abandonment rates

Voicemail and voicemail-to-text

Voicemail capture with automatic transcription for rapid triage

AI voice virtual agents

Autonomous voice AI handling routine calls end-to-end (orders, scheduling, FAQs)

AI chatbots (text-based)

GenAI chatbots across digital channels resolving inquiries and escalating to agents

Speech-to-text / ASR

Real-time voice transcription supporting multiple languages and accents

Text-to-speech (TTS)

Neural voice synthesis for IVR, virtual agents, and notifications in multiple languages

Real-time sentiment analysis

Live emotional tone detection alerting supervisors to at-risk interactions

Real-time agent assist / copilot

AI overlay providing live suggested responses, KB articles, next-best-action during calls

Automated call summarization

GenAI post-call summaries with auto-disposition codes, eliminating manual ACW

Predictive dialer

AI-optimized outbound dialing maximizing connect rates while maintaining compliance

Intent detection and topic classification

NLP models identifying caller intent in real time for routing and analytics

AI-powered quality scoring

Automated evaluation of 100% of interactions against configurable quality criteria

Conversational analytics

AI analysis of all conversations extracting trends, recurring issues, and insights

Generative AI response drafting

LLM-powered contextual response suggestions for agents across all channels

Voice calls (inbound/outbound/blended)

Full voice management with SIP trunking, DID provisioning, carrier-grade quality

WhatsApp Business API

Native two-way messaging, chatbot deployment, notifications — essential in Indonesia (91% penetration)

LINE messaging integration

Support for LINE Official Account — widely used in Indonesia among urban professionals

Telegram integration

Customer engagement via Telegram bots/channels — Indonesia's 2nd largest messaging platform (128M users)

Email management

Inbound/outbound email with routing, auto-categorization, templates, and SLA tracking

SMS and RCS messaging

Two-way SMS for notifications, reminders, verification, and service interactions

Social media engagement

Unified management of Facebook Messenger, Instagram DM, Twitter/X messages

Web chat / live chat

Embeddable website widget with proactive triggers, pre-chat forms, co-browsing

Video calling

Agent-to-customer video for visual support, KYC verification, product demos

Unified inbox and conversation threading

Single-pane agent desktop aggregating all channels into continuous context-preserving threads

Automated agent scheduling

AI-driven shift optimization based on forecast demand, skills, preferences, and labor rules

Demand forecasting

ML models predicting contact volumes using historical patterns, seasonality, campaigns

Real-time adherence monitoring

Live tracking of agents against scheduled activities with non-compliance alerts

Skill-based routing configuration

Admin tools to define and manage agent skill profiles feeding into ACD/routing

Shift bidding and swap management

Self-service portal for shift preferences, peer swaps, and time-off requests

Overtime and shrinkage management

Tracking, approving, and optimizing overtime with shrinkage factor accounting

Agent performance scorecards

Individual dashboards tracking AHT, FCR, CSAT, adherence, quality with trends

Intraday workload balancing

Real-time reallocation of agents across queues/channels based on current demand

Call quality evaluation forms

Customizable weighted scoring templates for supervisor assessment of interactions

Screen recording

Synchronized desktop capture alongside audio for full context review

Compliance call recording and archival

Tamper-proof storage with retention policies, legal hold, and audit trails

Dispute resolution recording retrieval

Rapid search/retrieval by metadata, keywords, dates, or customer IDs

PCI-DSS compliant payment handling

Auto pause/resume of recordings during card data entry with DTMF masking

Calibration and coaching tools

QA team calibration, coaching session assignment, and improvement tracking

Live monitoring with whisper/barge

Supervisor silent monitoring, agent whisper, and call barge capabilities

Automated compliance flagging

AI detection of compliance violations (missing disclaimers, script deviations) with alerts

Native/built-in CRM

Lightweight CRM with contact profiles, interaction history, notes, and tagging

Salesforce integration

Certified CTI screen pops, click-to-dial, auto activity logging, bidirectional sync

HubSpot integration

Connector for contact sync, ticket creation, call logging, conversation intelligence

Zoho CRM integration

Pre-built integration for Indonesian SMBs supporting screen pops and workflow triggers

REST API / GraphQL API

Comprehensive documented APIs with OAuth, rate limiting for custom integrations

Webhook support

Configurable outbound event notifications for event-driven automation

Integration marketplace / app store

Curated marketplace of pre-built integrations activatable with minimal configuration

Pre-built enterprise connectors

Out-of-box connectors for Teams, ServiceNow, Zendesk, SAP, Jira

Real-time dashboards

Live operational displays with auto-refresh, drill-down for volumes, queues, agent states

Historical reporting and trend analysis

Configurable reports on volumes, handle times, resolution rates with export

Speech and text analytics

Keyword, topic, and compliance analysis across 100% of transcribed interactions

Custom KPI builder and tracking

Define and track business-specific KPIs with threshold alerts and visualization

Wallboard / contact center display

Large-screen real-time performance for contact center floors with SLA counters

Call detail records (CDR)

Granular exportable logs of every call event with full metadata

Agent performance analytics

Multi-dimensional views combining quality, productivity, feedback, and benchmarking

Customer journey analytics

Cross-channel visualization mapping every touchpoint to identify friction

Abandoned call analytics

Reporting on abandonment points, wait duration patterns, and recovery rates

SLA monitoring and alerting

Real-time SLA tracking across queues/channels with proactive threshold alerts

End-to-end encryption (TLS/SRTP)

AES-256 encryption for data at rest and TLS 1.3/SRTP for data in transit

Single sign-on (SSO)

SAML 2.0 and OAuth 2.0/OIDC support for enterprise identity providers

Role-based access control (RBAC)

Granular permissions by role (agent, supervisor, admin, auditor)

Data residency and sovereignty controls

Geographic enforcement for data storage/processing — critical for Indonesia's PDP Law

Disaster recovery and business continuity

Automated failover to redundant data centers with defined RPO/RTO targets

Uptime SLA (99.99%+)

Contractual availability guarantee backed by financial credits

SOC 2 Type II and ISO 27001 compliance

Independent third-party security audits demonstrating robust controls

Penetration testing and vulnerability management

Scheduled third-party pentests, continuous scanning, responsible disclosure

Bahasa Indonesia NLP and ASR engine

Purpose-built speech recognition and NLP optimized for Indonesian slang, code-mixing, accents

Regional language support (Javanese, Sundanese)

Multilingual ASR/NLP for Javanese (80M+ speakers), Sundanese (40M+), and other regional languages

TKDN compliance

Architecture meeting Domestic Component Level requirements for government/SOE procurement eligibility

Local payment integration (GoPay, OVO, DANA)

Connectors to Indonesian e-wallets for in-conversation payments and refunds

Indonesian telco integration

Direct SIP trunk partnerships with Telkomsel, Indosat, XL Axiata for optimal quality and rates

Local number provisioning (Indonesian DIDs)

Provision local numbers across Indonesian cities (Jakarta, Surabaya, Bandung, Medan)

OJK and BI regulatory compliance tools

Built-in frameworks for financial services recording retention, data handling, outsourcing rules

Indonesian marketplace integration

API connections to Tokopedia, Shopee, Bukalapak for order data and customer support

Knowledge base management

Centralized searchable repository for agents (internal) and customers (external portal)

FAQ bot / self-service bot

AI bot answering common questions from knowledge base with continuous learning

Callback scheduling portal

Self-service interface for customers to schedule callbacks at preferred times

Post-interaction CSAT surveys

Automated satisfaction surveys via same channel with real-time scoring dashboards

NPS survey engine

Net Promoter Score at key journey milestones with closed-loop detractor follow-up

Customer self-service portal

Branded portal for interaction history, ticket tracking, account management

Visual IVR

Mobile-optimized touchscreen menu replacing audio-only IVR navigation

Proactive outbound notifications

Event-triggered messages across channels for reminders, updates, alerts

Open API platform

Versioned REST APIs with OAuth, rate limiting, and interactive Swagger/OpenAPI docs

Mobile and web SDKs

Native SDKs (iOS, Android, JavaScript) for embedding voice/chat/video in custom apps

Low-code/no-code bot builder

Drag-and-drop visual chatbot/voicebot builder for business users

Visual flow designer / IVR builder

Graphical editor for IVR trees, routing logic, and automation workflows

Webhook management console

Dashboard to create, test, monitor, and debug webhook subscriptions

Custom integration builder

Low-code framework for building connectors to proprietary/niche systems

Sandbox / testing environment

Production-mirrored environment for safe development and integration testing

Event-driven architecture and streaming APIs

WebSocket/SSE real-time event streaming for live data sync and custom dashboards

Cloud-native deployment (public cloud)

Fully managed SaaS on AWS/GCP/Azure with auto-updates and zero-downtime upgrades

On-premise / private cloud deployment

Deployment within customer data centers for strict data sovereignty (banking/government)

Hybrid deployment model

Split architecture (e.g., voice on-prem, AI in cloud) for gradual migration

Multi-tenant architecture

Shared infrastructure with logical isolation for cost efficiency and rapid provisioning

Auto-scaling and elastic capacity

Automatic horizontal scaling during demand spikes without manual intervention

Geographic redundancy (multi-region)

Active-active/passive across regions (e.g., Jakarta + Singapore) for resilience