Transforming Customer Experience in the Contact Center Industry: The Power of AI for Personalization and Efficiency

The Best Contact Center Indonesia 2024 Conference brought together industry leaders to discuss how AI is revolutionizing customer experience in the contact center industry. The discussion focused on AI’s ability to enhance efficiency, improve personalization, and support human agents in delivering exceptional service. Each company shared its approach to leveraging AI and technologies for better customer interactions and operational improvements.

Bayu Eko Susetio, Country Head of Indonesia & Timor Leste at Jabra, highlighted the company’s 150-year legacy in IT across 100+ countries, emphasizing its commitment to performance, quality, and sustainability. He explained how Jabra focuses on enterprise-scale solutions and enables hybrid work with cutting-edge audio technology. Their products ensure comfort, safety, and data security, with AI enhancing contact center solutions by supporting—rather than replacing—human agents. Additionally, Jabra remains dedicated to eco-friendly innovations.

Ratna Juwita, Founder & CEO of Abdi Jaya Integra, and Rudi S. Suprayogi, VP of Sales of Abdi Jaya Integra, discussed how their company leverages AI to optimize customer service through point call technology, reducing call costs and improving efficiency. They highlighted how AI streamlines processes by analyzing big data, identifying patterns, and enhancing problem resolution. AI-driven automation assists agents with coaching, summarizing conversations, resource management, quality monitoring, and workforce forecasting, ultimately making operations more effective.

Depi Rahayu, Territory Manager at HP | Poly, emphasized the company’s pioneering role in hybrid work solutions, powered by AI-driven features such as active noise cancellation, acoustic fence, and noise-block AI. She explained how HP | Poly’s certified noise-canceling devices ensure seamless communication, whether agents work from home, the office, or on the go. By integrating high-quality audio and video solutions, HP | Poly is shaping the future of hybrid work environments.