The development of artificial intelligence (AI) in Indonesia is\nentering a new phase. AI technology is no longer merely used as a\nchatbot to answer customer questions, but is beginning to be directed\ntowards Intelligent Agentic AI capable of understanding customers,\nremembering interaction history, providing recommendations, and\nexecuting business processes more comprehensively.<\/p>\n
This shift aligns with the growing number of companies across various\nsectors adopting AI to improve productivity, operational efficiency, and\ncustomer service quality.<\/p>\n
Co-Founder and Chief Technology Officer (CTO) of Covena AI Jason\nTjahjono said the business world\u2019s need for AI has now evolved far\nbeyond the ability to answer automated messages.<\/p>\n
\u201cMany AIs look sophisticated during demos. But when actually tried,\nthe AI\u2019s answers do not meet expectations. Many business owners have\nentrusted Covena as their revenue channel. Therefore, we are building AI\ninfrastructure with quality as the top priority so that it remains\nreliable when AI is used by customers in day-to-day operations,\u201d said\nJason on Wednesday (12\/8\/2026).<\/p>\n
According to him, the challenge of AI implementation is not only\nproducing fast responses, but ensuring answers remain accurate and\nrelevant consistently. For this reason, Covena AI developed an AI Sales\nAgent with self-improving capabilities that allow the AI to continuously\nlearn from customer interactions.<\/p>\n
In less than two years, Covena AI claims to have been trusted by\nvarious enterprise companies across industries, including Garuda\nIndonesia, AYANA Bali, CoLearn, ALVA Auto, and AECC. The AI response\naccuracy rate is said to reach more than 97% in handling thousands of\nmessages every day.<\/p>\n
Jason assessed that this development shows AI is beginning to shift\nfrom customer service automation into technology integrated with\nbusiness processes. The AI Sales Agent is now equipped with Customer\nMemory, AI-native CRM, business and marketing analytics, as well as\nintegration with various platforms for scheduling, payment, delivery,\nand customer management.<\/p>\n
The integration includes Google Maps, Calendar, and Sheets, Grab,\nGojek, and Lalamove services, as well as Xendit and Stripe payment\ngateways. \u201cThe goal is not merely to make AI able to reply to chats, but\nhow every conversation with customers can become part of a business\nprocess that generates value and revenue,\u201d said Jason.<\/p>\n
Covena also developed Automations features for follow-ups and payment\nreminders, Pass Back to AI for collaboration between AI and human\nagents, Ticket Intelligence for analysing conversations, as well as\nCo-pilot Mode and Watchtower to maintain AI response quality. The use of\nAI is beginning to have an impact across various sectors.<\/p>\n
At Garuda Indonesia, the integration of services through WhatsApp for\nticket booking, GarudaMiles, refunds, rescheduling, and online check-in\nis said to have generated revenue of approximately Rp1.675 billion. In\none month, more than 71,000 customer conversations were handled by AI\nwith a CSAT of 4.34 out of 5.<\/p>\n
At CoLearn, AI handled more than 150,000 conversations with accuracy\nabove 97% and is said to have generated additional revenue of up to\nhundreds of millions of rupiah and reduced customer acquisition costs by\nup to 25%.<\/p>\n
Meanwhile, AECC Indonesia utilised AI to strengthen communication\nwith more than 20,000 students and helped acquire more than 500 new\nstudents within three to four months.<\/p>\n
At ALVA Auto, the implementation of AI for sales automation and\ncustomer engagement is said to have generated additional revenue of more\nthan Rp588 million per quarter and handled more than 16,000 customer\nconversations.<\/p>\n
This development shows that AI is beginning to be positioned not only\nas a tool to reduce administrative work, but as part of sales strategy,\nservice, analytics, and business decision-making.<\/p>\n
Jason said the next challenge is ensuring AI is able to adapt to\ncompany workflows while continuing to collaborate with human\nworkers.<\/p>\n
\u201cAI must be able to adapt to business needs, collaborate with human\nteams, and provide consistent service quality,\u201d he said.<\/p>\n
The shift from chatbots to Agentic AI marks a new chapter in the\nadoption of artificial intelligence in Indonesia. AI has the opportunity\nto evolve from a supporting technology into part of business\ninfrastructure that works around the clock and is directly connected to\nsales processes, service, and revenue creation.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/indonesias-digital-transformation-enters-the-agentic-ai-era-1786557031", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }