Neuro.net Conversation Company from Eastern Europe Operates in Indonesia, Prepares Local Team

Over the past five years, Indonesia's digital economy has grown rapidly. Many sources have named Indonesia as the country with the largest digital economy value in Southeast Asia. However, the level of adoption of artificial intelligence here is not universal in every industry.

Citing research from McKinsey & Company, the highest adoption of AI is in the telecommunications, manufacturing, transportation, logistics, and education industries. In fact, AI can actually also be applied to industries related to services, including the financial and banking sectors.

Neuro.net, a conversation company with headquarters in Eastern Europe, wants to work on this opportunity to expand to Indonesia. In an official statement, Co-Founder & CEO Neuro.net Nikolay Kravchuk said that expansion to Indonesia is part of the company's global plan. Here, they will focus on building digitization call center in various industrial sectors such as finance, telecommunications, and retail.

Separately, when contacted DailySocialYustin Noval, SEA Regional BD Manager of Neuro.net added, "At this early stage the company builds a local team that will focus on business, partnerships and local support teams for production. In parallel, also started building direct business to corporate clients, as well as partnerships with local strategic companies to accelerate market penetration.

“In the near future we plan to strengthen and develop our production and technology team to provide our customers with an exceptional experience,” said Yustin.

He further explained, Indonesia plays an important role in the Southeast Asia region, with the growth of the digital economy and some of the most developed and leading sectors such as banking and financial technology, E-commerce, and logistics. "Indonesia has a large and potential market for AI-based technologies, including AI that handles conversational affairs."

Kravchuk said, AI-based automation technology plays an important role in the digital transformation of every country, including Indonesia. As an AI developer, Neuro.net is currently studying digital transformation and adoption of new technologies, particularly in AI-driven conversational practices (conversational AI).

Therefore, the company has established a number of collaborations with business partners to explore the implementation of this new concept on a larger scale. “Indonesia has great potential to increase the adoption of AI innovations, especially in the financial and banking sectors which are now looking very developed. This is followed by the character of their customers who are very loyal, which is enough to put additional pressure on every financial and banking institution to improve customer service standards," he said.

Some of the challenges in providing the best customer experience is the ability to optimize contact center, which has high call rates and complex customer issues. Kravchuk said, when customers demand smooth service and are always on standby 24 hours a day, this can have an impact on the quality of work of human agents inside.

Human agents are more exposed to risk human error, emotions, not to mention the inability to follow scripts and work independently omnichannel. “This is where our role is to provide AI conversational solutions, so that our virtual agents can strengthen contact center they."

In conversational AI, is generally used for several functions such as answering customer questions, connecting customers with the right financial products, and being able to carry out two-way interactions with customers when there are suspicious transactions. Customers can not only listen to information, but can directly confirm or reject transactions, and directly ask virtual agents.

This basic work can be shifted to virtual agents because they are already equipped with the ability to make hundreds of thousands of calls every day for 24x7. Virtual agents can also communicate naturally with consumers, for example building basic to complex conversations, providing financial solutions, and adjusting speech intonation and pauses.

Neuro.net developed this technology is not intended to eliminate the role of humans. “Our technology can make call center automate routine tasks within three weeks, such as providing notification of payment due, information on the nearest bank branch office. With that, the human agents can focus more on the more creative and complex tasks that its customers need.”

One of the companies partnering with Neuro.net is Hi-Tech Smart Solutions (HTTS) from Singapore. The company focuses on digital innovation in the financial sector in Southeast Asia by utilizing virtual agents to automate the management of bad loans.

For Indonesia, Neuro.net will continue to discuss and explore how to solve the point bread customer point of view. The target users of Neuro.net here are the financial industry (banking), telecommunications, logistics, and other sectors, including SMEs.

“Our approach is how we can provide solutions based on different business use cases, such as how we can improve sales conversations, how we can generate efficient leads/qualifications, how our technology can generate insights from surveys as well as how we can deliver a better customer experience. smooth at the contact center," concluded Yustin