Relationship at Scale: The Next Frontier in CX
A Sayyidatina
At the Conference of The Best Contact Center Indonesia 2025, Nathaniel Suryadinata, Senior Presales & Solution at PT Karyaputra Suryagemilang, shared key insights on AI’s growing impact. In Southeast Asia, AI has already improved contact center effectiveness by 23%, making it one of the top three industries leveraging AI.
Looking ahead, AI is projected to handle 95% of customer interactions, boost customer satisfaction by 80%, and reduce operational costs significantly. But to maximize these benefits, the industry must undergo a major transformation in AI utilization and integration.
Despite these advancements, AI’s primary role is to support—not replace—human agents. The human touch remains essential in delivering empathy and personalized service. AI must evolve continuously to ensure seamless interactions while also addressing customer safety and data privacy concerns.
The challenge now lies in responsible AI implementation and maintenance to create a balanced ecosystem where AI enhances efficiency while human agents continue to provide meaningful connections.
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