AI / Capabilities
Indonesia doesn't chat on email. It chats on WhatsApp. In Bahasa, in Javanese, in Sundanese, in voice notes, in photos. Most conversational AI on the market was built English-first and ported across, which is why most of it deflects more than it resolves. We build voice and chat systems that actually close the loop, grounded on your knowledge, wired to your systems, measured on resolution rate, not containment.
Kata.ai handles more than 50 million Indonesian conversations every month at an 81% first-contact resolution rate, proof that the market has moved past the "AI chatbot as FAQ toy" era. Telkomsel deployed AI across more than 800 physical service points. The bar for conversational AI in Indonesia is set, and it's high. We build to that bar, native to Bahasa grammar and code-switching, wired to your backend, and measured on whether the customer's problem got solved.
A four-phase path that treats the WhatsApp channel, the regional languages, and the escalation handoff as design inputs, not afterthoughts.
We map the conversations your customers are actually having, not the ones your FAQ anticipated. Ticket logs, call recordings, WhatsApp threads. We cluster by intent, pain, and resolution path. We identify which conversations AI can close, which need a handoff, and which you'd lose customers over if you automated.
A six-week pilot on a bounded intent space, typically a single product line, a single support category, or one of your top three contact drivers. Bahasa-native, tool-wired, with fallback to your human team. Pass/fail criteria agreed up front: resolution rate, handoff quality, customer sentiment.
We engineer the evaluation harness, accuracy, tone, refusal behavior, escalation logic, bias checks. Sentiment sampling on production traffic. Red-teaming in Bahasa and regional languages. Documentation for OJK, UU PDP, and sector-specific regulators.
Handover to your ops and IT. Your team gets the runbook, the monitoring dashboards, the intent-expansion process, and the escalation quality metrics. New intents and new languages added as modules, not rebuilds.
Four disciplines that together replace the "your call is important to us" experience with a resolution engine.
Bidirectional on the channel 93% of Indonesia already uses. Text, voice notes, photos, location pins, payment buttons, media cards. We build for WhatsApp as the product surface, not as a notification bolt-on.
Bahasa grammar, Indonesian slang, English code-switching, Javanese and Sundanese variants. We work with Bahasa-tuned models and regional-language fallbacks, not ported English NER that guesses on every third utterance.
A conversation only resolves if it can take action. Policy lookups, booking changes, payment flows, account updates, case creations. We wire the AI to your systems with tool-calling patterns and observability so every action is traceable.
The moments where AI should hand off are as important as the moments it should answer. We design the escalation logic, the context transfer, and the warm handoff so your human agents pick up a conversation that's already triaged, summarized, and ready for judgment.
One deployment we've shipped, plus the market reality shaping every Indonesian conversational AI conversation we walk into.
We built the conversational and vision AI behind a smallholder-facing agronomy system, text, voice notes, photo submissions, with native Bahasa grammar and regional-language fallbacks. Silver award at the 2025 Salesforce Tech4Good Awards.
Kata.ai, an Indonesian conversational AI platform, handles more than 50 million conversations monthly with an 81% first-contact resolution rate. The proof point is not that chatbots exist, it's that Bahasa-native conversational AI resolves at scale, in production, today.
Telkomsel rolled out AI Digital Smart Care across more than 800 GraPARI service points and won IDC's 2024 Best Future Customer Experience award. When a national carrier puts AI at the frontline at this scale, the sector's question shifts from "if" to "how well."
The specific failure modes we see, intent detection, slot filling, polite refusal, when a global model meets Indonesian slang and mid-sentence language switches.
Warm handoffs, pre-filled context panels, and the resolution metrics that prove whether your AI is helping or hiding the problem from the humans who could actually solve it.
What the April 2025 OJK AI Governance Guidance means for chatbots that touch customer accounts, bias testing, audit logs, and the three decisions you can't hand to a model.
Tell us the intent that eats the most of your human agents' time, the repeated policy question, the booking change, the claim status check, the multilingual support ticket. We'll scope a six-week pilot on a bounded intent space, with real Bahasa traffic and measurable resolution targets.
Start a project