20241217_JAST_Laporan Informasi dan Fakta Material_31829532_lamp1.pdf

      pengalaman yang lebih konsisten tanpa harus mengulang informasi
      yang telah disampaikan sebelumnya.

Bagi perusahaan, penerapan AI ini juga membawa keuntungan besar,
seperti:

     Efisiensi Operasional: Dengan mengotomatisasi tugas rutin, seperti
      verifikasi data atau pertanyaan dasar, agen dapat fokus pada
      masalah yang lebih kompleks dan membutuhkan interaksi manusia.
     Pengurangan Waktu Tunggu: AI membantu mengurangi waktu
      tunggu dengan memproses permintaan secara otomatis dan
      mengarahkan pelanggan ke saluran yang tepat lebih cepat.
     Peningkatan Produktivitas Agen: Agen dapat menangani lebih
      banyak kasus dalam waktu yang lebih singkat berkat alat bantu
      berbasis AI yang disediakan, tanpa mengorbankan kualitas layanan.

JAST percaya bahwa penerapan AI dalam layanan pelanggan adalah
langkah penting dalam menghadirkan pengalaman pelanggan yang lebih
modern dan efisien.

Press Release: Transformation of Customer Interaction in Contact
Centers with AI Technology by Jasnita

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.