Jakarta, 13 December 2024 - Artificial Intelligence (AI) has become an integral part of various aspects of life, including its application in business operations. With its ability to assist human tasks, AI has become even smarter with the emergence of Generative AI (Gen AI). This advanced technology processes complex data to deliver more accurate and contextual solutions across various implementations.

In the customer experience (CX) sector, Gen AI has unlocked new opportunities for improving operational efficiency and enhancing customer interactions. According to global research firm Gartner, by 2026, over 75% of companies worldwide are expected to utilize Gen AI to support customer interactions, a significant increase from less than 5% in 2023.

As a leader in digital business services and CX solutions, transcosmos Indonesia (TCID) has made Gen AI a cornerstone of its innovation strategy, particularly in enhancing operational efficiency and customer experience. Looking ahead to 2025, TCID is leveraging Gen AI to deliver more personalized, efficient, and proactive services.

transcosmos Indonesia Vice President Director Ardi Sudarto said, “We see enormous potential in Gen AI to transform how businesses interact with customers. In the coming year, this technology will become even more adaptive and intuitive, enabling us to deliver services that are not only responsive but also proactive. With this approach, we aim to create better experiences and foster long-term customer loyalty.”

This technology allows TCID to automate various processes, such as delivering faster customer responses, conducting in-depth data analysis, and personalizing services to meet the unique needs of each customer.

One of the main implementations of Gen AI at TCID is through Intelligent Chatbots, which can provide automated responses that are contextual and relevant, thereby creating more personalized interactions. These chatbots are supported by Continuous Learning, enabling the AI to continually learn from past interactions to improve response accuracy and quality. In addition, through one of TCID's flagship products, Translingo SMART, TCID integrates Multilingual Support, allowing customers in different countries to receive services in their preferred language.

Gen AI also enables TCID to deliver Hyperpersonalization, where the technology uses data-driven analytics to understand customer preferences. This allows TCID to provide product or service recommendations that are relevant, enhance customer loyalty, and foster deeper relationships between brands and customers.

On the operational side, Gen AI is used to automate routine tasks such as conversation analysis and customer data management. This technology also supports improved performance for customer service agents by providing data-driven insights, including intonation analysis or conversation patterns for better performance evaluation.

“This technology enables us to automate routine tasks, such as initial customer responses or data management, so that employees can focus on issues that require a personal and strategic approach. Gen AI has brought the customer service industry into a new era full of potential. Amidst the rapid growth of Indonesia's digital economy, this step reinforces TCID's position as a strategic partner to help companies holistically and sustainably enhance their customer experience,” Ardi said.

About transcosmos Indonesia

Established in 2013, transcosmos Indonesia operates within the realms of digital business services and customer experience. With over 4,200 employees spread across three locations in Indonesia-Jakarta, Semarang, and Yogyakarta-transcosmos Indonesia has garnered trust from a diverse clientele spanning multiple industries such as e-commerce, retail, telecommunications, banking, and insurance. transcosmos Indonesia offers a wide range of services including contact center support, digital marketing, e-commerce assistance, data entry, IT support, and more, making it a reliable partner for businesses seeking comprehensive solutions.

About transcosmos inc.

Transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 181 bases across 35 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of the e-commerce market on a global scale, transcosmos provides comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 46 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, and responding to the ever-changing business environment. Visit us here https://www.trans-cosmos.co.jp/english/