AI AgentBankingWhatsAppBahasa Indonesia NLP
AI-Powered Customer Service for Digital Banking
PT Bank Sarana · Banking & Financial Services
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Banking & Financial ServicesThe Problem
Customer service team of 80 agents handled 15,000+ daily inquiries across phone, email, WhatsApp, and social media with no unified platform, resulting in 45-minute average response times and 22% customer churn.
Our Solution
Unified omnichannel AI agent platform with Bahasa Indonesia NLP for WhatsApp and social media, automated tier-1 support triage, smart routing to human agents for complex cases, and 24/7 self-service knowledge base powered by RAG.
Results
Response time dropped from 45 min to under 30 seconds
75% of tier-1 inquiries handled autonomously
Customer satisfaction score improved from 3.1 to 4.6 / 5.0
Agent team reallocated from 80 to 35, focused on high-value cases
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