Agora Introduces Conversational AI to Enable Companies to Serve Customers 24 Hours

Agora, a global provider of real-time interaction technology (NASDAQ: API), has launched a Conversational AI Agent solution designed for customer service and sales & marketing. The service is built on a unified platform engineered to address various technical obstacles that have previously hindered optimal Conversational AI implementation at enterprise level across various global markets, including Indonesia.

According to Gartner, by the end of 2027, Conversational AI agents are projected to automate 70 percent of customer interactions. Meanwhile, by 2028, the number of AI agents is forecast to exceed human sales personnel at a ratio of 10 to 1. Despite these significant opportunities, many companies remain constrained by legacy systems unable to address current challenges, including lengthy wait times, inflexible call transfer mechanisms, and inefficient outreach processes. This situation not only adds operational burden but also risks eroding customer trust.

“These agents are capable of delivering initial offers and incentive explanations very effectively, allowing us to scale data collection and incentive distribution without needing to increase operational staff,” said Alejandro Pinto Villalba, Executive Director at FasesBI, in a statement dated Sunday, 15 March 2026.

In Indonesia, this launch is particularly relevant given that the customer service landscape still requires modernisation. The Contact Centre Service Excellence Index 2025 from CARRE CCSL monitored 399 contact centres and over 38,000 performance data points. These findings underscore the significant need for customer service improvements in Indonesia and the opportunity for AI agents to enhance response speed, service consistency, and 24-hour support provision.

“The challenge in traditional market research lies in barriers at the initial outreach stage. By using Agora’s Voice AI agent to invite participants to our survey platform, we have achieved a 10 percent conversion rate—a figure previously difficult to achieve through manual calling.”

As the volume of customer interactions increases, contact centres face mounting pressure to maintain service quality whilst managing operational costs. Agora’s AI Customer Service Agents solution is designed to address these challenges by automating routine inquiries, such as appointment reminders, delivery updates, technical issue handling, and billing-related questions.