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Digital Smart Care (DSC)

Digital Smart Care (DSC)

Optimized Customer Support

Telkomsel's AI-powered Digital Smart Care (DSC) has significantly enhanced customer support, maintaining a high NPS of 89.25% for GraPARI and 58.4% for Call Center services, by streamlining interactions and increasing overall efficiency.

Client

Telkomsel

Location

Jakarta, Indonesia

Project overview

To elevate customer service, Telkomsel deployed Digital Smart Care (DSC), a responsive application designed to empower GraPARI agents with seamless integration, real-time information access, and AI-driven tools. Built with ReactJS and NodeJS and migrated to AWS Cloud for scalability, DSC enables agents to provide faster, more accurate assistance.

The AI-powered Knowledge Management System (KMS) reduces information-seeking steps by 50%, while smart automation tools like AntreAja for queue management and Kasir for transactions streamline operations. Additionally, the AI chatbot, powered by natural language processing, enhances customer interactions with humanized responses, top answer recommendations, and real-time learning.

By optimizing accessibility, streamlining workflows, and empowering agents with AI-driven solutions, DSC has played a pivotal role in achieving an 89.25% NPS at GraPARI and 58.4% at Call Centers in May 2024. As a result, Telkomsel continues to set new standards for customer satisfaction and service excellence.

Our Solutions

  1. Responsive design using modern web technologies
  2. Fully integrated with Telkomsel middleware
  3. Migrated to AWS Cloud for scalability and reliability

Tech Stack

  • ReactJS
  • NodeJS
  • AWS Cloud

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