Chatbots Begin to Be Abandoned as Companies Shift to Contextual AI Agents
Indonesian companies have begun abandoning simple question-and-answer chatbots in favour of contextual AI Agents capable of executing operational tasks. This shift occurs as demands grow for fast, accurate, and integrated digital services.
Rule-based chatbot models are considered inadequate for processes requiring data validation, system integration, and decision-making. In the e-commerce and digital services sectors, requirements such as instant refunds and logistics rescheduling demand systems capable of working across platforms without manual intervention.
In this context, Terralogiq has integrated Google Cloud’s Gemini 3.1 Pro AI model to build an AI Agent connected to companies’ back-end systems. The technology is designed to understand the context of requests whilst executing business procedures automatically.
Unlike conventional chatbots, AI Agents can read user intentions and process hierarchical stages. For refund cases, the system can verify identity, check eligibility according to business rules, execute fund returns through internal systems, and send customer notifications in a single integrated workflow.
In the logistics sector, similar technology is used to reschedule shipments based on route conditions, weather, or fleet capacity. This integration aims to improve operational efficiency whilst maintaining customer service quality.
Terralogiq Chief Technology Officer Farry Argoebie stated that the transition from simple chatbots to intelligent AI Agents represents a major leap for organisations in Indonesia. He explained that Google Cloud’s latest Gemini 3.1 Pro provides capabilities that not only understand requests but also make sound decisions within business contexts. “This opens new opportunities in operations automation, cost reduction, and higher quality customer service,” he said in a press release on Monday, 2 March 2026.
The implementation of AI Agents is seen not merely as developing digital conversation features, but as a broader business process transformation. With structured automation, companies have the potential to reduce service costs whilst accelerating responses to market dynamics.
This development indicates a new direction for digitalisation in Indonesia, where artificial intelligence is no longer limited to text responses but extends into integrated operational decision-making.