Driving Adaptation in the AI Era: KAI Boosts Customer Service via Digital Transformation

Endang Tirtana, Independent Commissioner of PT KAI, has emphasised the importance of adaptability, competence, empathy, and humanity amidst the rapid development of Artificial Intelligence (AI). He noted that KAI’s transformation is marked not only by the digitalisation of services but also by a fundamental shift in how the company serves its customers.

As an example, the use of the Access by KAI application recorded 17 million sales transactions for long-distance and local trains during the first half of 2026, Tirtana stated on Tuesday, 29 September 2026. These remarks were delivered during a scientific oration at the graduation ceremony for Diploma, Undergraduate, and Postgraduate programmes at the University of Muhammadiyah Malang (UMM), Period 123 of 2026.

In his oration, titled “Preparing a Transformative Generation that is Competent, Adaptive, and Impactful in the Era of Artificial Intelligence”, Tirtana used PT KAI’s transformation journey as an example of organisational change in the digital age. “All these changes are part of the KAI transformation we see today. From merely operating trains, KAI has evolved into a company that is increasingly focused on customer experience,” he said.

KAI is continuing this development by building an integrated transport ecosystem, connecting railways, commuter lines, LRT, MRT, high-speed rail, logistics trains, airport trains, digital services, and various other supporting modes and services.

However, Tirtana stressed that technology must not displace humans as the centre of service. Consequently, he noted that while the methods of purchasing tickets, obtaining information, and interacting with customers continue to change, one element must remain constant: the human element. “Because no matter how sophisticated the technology and how good the systems we build, ultimately, it is humans who determine the quality of service,” he said.

He mentioned that the measure of transformation success is not solely based on technological sophistication. In the first half of 2026, KAI’s Customer Satisfaction Index reached 4.53 out of a scale of 5, with over 2.2 million customer interactions through various service channels. “Therefore, for me, service is not just a procedure. Service is about how we humanise humanity,” he concluded.