AI-Powered Customer Service Increasingly Becomes Mainstay of Internet Industry

The increasing interaction of customers through various digital channels is driving companies to deliver services that are faster, more consistent, and capable of handling growing request volumes. This situation has led to the wider adoption of artificial intelligence (AI) to strengthen customer communication while improving operational service efficiency. This shift is also being felt in the internet service provider industry. The rise of digital lifestyles has changed customer expectations, moving from merely prioritising connection speed to demanding responsive, easily accessible services that can provide quick solutions when problems arise. To meet these needs, CBN is strengthening its after-sales service by utilising conversational AI technology from AI Rudder. CBN Commerce Director Dedy Handoko stated that the future of the internet is no longer determined solely by connection speed, but also by the ability to deliver an integrated digital experience. “Going forward, the internet will not be determined merely by connection speed, but by the ability to deliver an integrated digital lifestyle experience. Seeing this change, our retail service, CBN Fiber, is introducing the All-in-One Home Connected concept, a new approach that integrates high-speed internet connectivity, enjoyable entertainment, digital security, and AI-based customer service in one comprehensive, practical, and affordable service,” said Dedy. Through this collaboration, AI Rudder helps CBN automate various routine customer interactions, ranging from delivering service information and checking customer status to handling initial issues via voice and digital channels. With AI support, customers can get help faster while service processes become more efficient. Beyond providing customer service automation, AI Rudder has also developed solutions that can be integrated with the company’s existing service systems. This approach allows technology implementation without altering established operational workflows, making it easier for companies to adopt the technology according to their business needs. AI Rudder Indonesia Country Director Michael Ignetius Kauw said the company is committed to continuously supporting the improvement of CBN’s customer service quality through technological innovation. “We are committed to continuously supporting CBN with the latest AI technology to improve their customer service quality. Through sustainable innovation, we hope to help CBN deliver the best customer experience in the digital era,” said Michael. This collaboration is also part of CBN’s move to expand its All-in-One Home Connected concept, an approach that integrates high-speed internet, digital entertainment, digital security, and AI-based customer service into a more practical and affordable single service. Within this concept, AI Rudder’s conversational AI technology is a crucial element in delivering a faster and more responsive customer service experience. For AI Rudder, the collaboration with CBN represents a tangible implementation of conversational AI in supporting customer service operations within the internet service provider industry. It also reflects the company’s commitment to promoting relevant AI utilisation to help companies across various industries improve their customer service quality. As an enterprise AI technology company based in Singapore, AI Rudder develops conversational AI solutions to help companies enhance customer communication through voice and digital channels. The AI-based automation technology is designed to improve the efficiency, speed, and quality of customer interactions and has been used in various corporate communication scenarios across multiple countries from Asia to Latin America. Meanwhile, PT Cyberindo Aditama (CBN) is one of the pioneering internet service providers in Indonesia, having operated for more than 30 years since 1996. Supported by a high-speed fibre optic network and both national and international connectivity, CBN provides internet services for individual customers, families, and businesses of various scales. CBN’s commitment to delivering a quality digital experience is further strengthened by its recognition as a Google Gold Verified Peering Provider, reflecting high standards in network performance, availability, and security.