In mobile internet and app usage, Indonesia is in the top 3 countries in the Asia-Pacific region (see featured image), meaning that mobile apps are crucial part of Indonesian people’s daily life. The more people use mobile channels, the more they expect the companies to engage and respond to them in their preferred medium. However, it is almost impossible for customer service reps to deal with many customers. Therefore, businesses are leveraging chatbots for interacting with their customers in an automated and timely manner.
There are many chatbot companies in Indonesia that serve businesses. In this article, we explain:
- Top 5 chatbot companies in the Indonesia market
- The use cases and benefits of business chatbots
- WhatsApp chatbots
Top 5 Chatbot Vendors in Indonesia
|# of B2B reviews
|# of employees
Above, we gathered the top 5 Indonesia chatbot companies that provide chatbot services for businesses. We provide both a comparative table and a review of each vendor. While forming the table, we used these criteria:
- The number of each vendor’s (and their chatbot solution’s) total reviews on the reputed B2B review websites such as G2, Capterra, TrustRadius
- The number of employees on the LinkedIn
- Integration capabilities on popular messaging apps like WhatsApp and Facebook Messenger
- The capability of offering conversational ads, which functions as redirecting the users from the ads on social media to the chatbot for more personal marketing & sales purposes
- Offers chatbots that can interact in text and voice through the popular messaging platforms
- Integrates GPT technology
Moreover, Danone and UNAIDS are some of their clients.
It’s not feasible to weigh the advantages and disadvantages of Botika since dependable user feedback is absent on popular review sites. Nevertheless, Botika possesses several unique attributes which are as follows:
- Supports the buying journey using GoPay, Grab, Bank Transfer, Bank VA, JNE, JNT, etc.
- Easy shipping with logistic integrations
Bank Sinermas and Tupperware are among the businesses Bahasa.ai serves.
Kata is a conversational AI platform that offers AI technology solutions to businesses. They develop chatbots and virtual assistants for industries such as:
- Consumer goods
- Financial services
Bank BRI, KFC and Danone work with Kata.
We cannot compare the pros and cons of Kata.ai as there are no reliable user reviews on the review platforms.
Chatbiz is a B2B chatbot startup for companies in Indonesia. Bank Indonesia, ISUZU and Kino are some of their clients.
Figure 4. Chatbiz chatbot interacts in Indonesian
Similarly, Chatbiz doesn’t feature any user comments on the review platforms.
Indonesia chatbot examples/case studies
– Kanmo Group is an enterprise on retail distribution in Indonesia and the Indian sub-continent. They are working with the distribution of brands such as Adidas, Nespresso, etc. Therefore, their challenge involved managing customer service for various brands, addressing product-related concerns via email, and swiftly resolving customer inquiries. The company adopted a customer support automation solution that included a chatbot. As a result, the Kanmo Bot served the company to achieve1:
- 40% increase in first response time
- 42% improvement in agent productivity
– Midtrans, a financial technology company regulated by Bank Indonesia, is a payment gateway provider that supports a diverse range of online businesses with its extensive and inclusive payment solutions. Midtrans’ challenge was to handle the onboarding of new merchants due to broken communication in terms of missing information, which included understanding the process, the intermediary steps and getting answers for simple questions. To solve this, Midtrans adopted a WhatsApp chatbot to communicate with new merchant businesses. As a result, they2:
- Accelerated merchant onboarding
- Guided the process in Bahasa
- Enabled merchants with automated ID OCR in the chat, reducing manual input
If you are not sure or want to learn more about business chatbots, their benefits and use cases, you should read the following sections.
What are the use cases of chatbots in Indonesia?
1- Customer services
Businesses can use chatbots in various customer support operations, such as to:
- Provide instant responses to frequently asked questions
- Troubleshoot common problems
- Guide customers through the buying process step-by-step
This can help to reduce the workload for customer service reps, increase customer satisfaction and create better customer service by providing quicker responses. Also, support teams can work on more complex service inquiries while customers interact with the bots.
Most customer service software integrates chatbots for omnichannel support. Learn more about this from our vendor selection guide on customer service software.
2- Banking and finance
Banks and financial institutions can use chatbots to provide customers with information about their accounts, transaction history, etc. This could also include alert notifications for suspicious activity or updates on the stock market.
Insurance companies can use chatbots for a variety of purposes.
For policyholders the chatbot can:
- Provide policy details
- Process claims
- Send reminders for premium payments
- Answer common queries about policy coverage and terms
For prospective customers, it can:
- Provide information about different insurance products
- Offer quotes
- Guide users through the purchase process
In the logistics industry, chatbots can:
- Provide real-time updates about shipment status
- Answer queries about shipping fees and customs
- Handle bookings
- Manage complaints or issues
The chatbot can also coordinate between different parties in the supply chain to ensure seamless operation. Given the global nature of logistics and the need for quick, accurate information, a chatbot can greatly improve the customer experience in this industry.
5- Retail and e-commerce
Many businesses in Indonesia are based online and could use chatbots to automate customer inquiries about orders, shipping, returns, etc. They can customize their own chatbot to provide product recommendations based on customer preferences.
6- Marketing and advertising
Businesses can use chatbots to send promotional messages, offers, and discounts to customers. Marketing teams and sales representatives can also use chatbots to collect customer information, which can be used to create more personalized marketing campaigns.
7- Travel, restaurant & hospitality
Travel agencies, airlines, and hotels could use chatbots to:
- Handle bookings
- Provide check-in information
- Send flight updates
- Answer common customer inquiries
What is a business chatbot?
A business chatbot is a form of artificial intelligence software designed to interact with humans in their natural languages, with the help of machine learning and natural language processing technologies. These interactions commonly occur via text or voice, through:
-Messaging apps (such as Facebook Messenger chatbot, WhatsApp chatbot, etc.)
-Sometimes through the phone
What are the benefits of chatbots for businesses?
Chatbots offer several benefits for businesses. Here are a few of them:
Enhanced customer service: Chatbots can provide instant responses to common customer queries, reduce wait times and increase customer satisfaction. They can also operate 24/7, ensuring constant customer support.
Increased efficiency: By automating routine tasks, chatbots can free up human resources to handle more complex issues. This improves overall business efficiency and can lead to cost savings.
Scalability: A single chatbot can handle multiple conversations simultaneously. This means a business can scale up its customer service operations without a corresponding increase in human resources.
Feedback and data collection: Businesses can use chatbots to collect customer feedback and gain valuable insights. The customer data collected can be used to improve products and services, and to make more informed business decisions.
What is a WhatsApp chatbot?
A WhatsApp chatbot is a specific type of business chatbot that interacts with customers via WhatsApp, one of the world’s most popular messaging apps.
WhatsApp chatbots can fulfill most of the tasks a chatbot does, such as answering customer inquiries, providing product information, or booking appointments, all within the WhatsApp platform.
Using WhatsApp allows businesses to engage with their customers where they are already spending time, potentially leading to improved customer satisfaction and increased sales.
What are the benefits of WhatsApp chatbots over other chatbots?
WhatsApp chatbots offer several benefits for businesses. If your business aims one or some of these benefits specifically, then it might be a better decision to choose a WhatsApp chatbot or include one into your other chatbot solutions.
Customer engagement: WhatsApp chatbots can be programmed to send personalized messages and offer tailored product recommendations. This can help to increase customer engagement and loyalty.
Lead generation and conversion: WhatsApp chatbots can play a key role in the sales funnel. They can qualify leads through initial interactions, follow up on potential customers, and even complete sales transactions.
Reach: WhatsApp has over 2 billion users globally, so using a WhatsApp chatbot opens up a large potential audience for businesses. In certain markets, like India, Singapore, and many other countries, WhatsApp is the leading messaging app, making it a particularly effective channel for customer interaction.
End-to-end encrypted conversations: WhatsApp provides end-to-end encryption for all its messages, making it a secure platform for sensitive business communication. While this doesn’t mean other platforms aren’t secure, WhatsApp’s universally applied encryption is a distinct feature.
Delivery of rich media content: While many chatbot platforms support rich media, the familiarity and ease of use of WhatsApp’s interface might make it particularly effective for delivering media content to customers. This could include product images, videos, audio messages, or documents.
If you have questions or need help in finding vendors, don’t hesitate to contact us:
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.
Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
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