Top 5 Indonesia Chatbot Companies & 7 Use Cases in 2024

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

Table features:

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

1- Botika

We cannot compare the pros and cons of Botika as there are no reliable user reviews on the review platforms such as G2, Capterra, etc. However, some distinctive features of it include:

• 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.

2- Bahasa.ai

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.

3- Kata.ai

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
• Healthtech
• Retail
• Telco

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.

4- Chatbiz

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.

3- Insurance

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

4- Logistics

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.

You can learn more about retail chatbots and conversational commerce from our articles.

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.

You can check our marketing chatbots and sales chatbots articles for more information.

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

You can check our travel chatbots and hospitality chatbots articles for more information.

FAQ

If you have questions or need help in finding vendors, don’t hesitate to contact us:

External Links:

External Links

• 1. “How Kanmo Group Manages Multiple Brands Multilingually.” Verloop.io. Accessed 22 June 2023.
• 2. “Midtrans Leverages WhatsApp Chatbot to Accelerate Merchant Onboarding.” Verloop.io. Accessed 22 June 2023.