Heaptalk, Jakarta — HERA, a next-generation AI platform, has announced the launch of its innovative solution designed to elevate customer experience for businesses in Indonesia. By combining automation with empathy, HERA enables its AI agents to make intelligent decisions and autonomously operate tools, efficiently resolving complex customer issues.
This approach allows HERA to address customer needs in a responsive and nuanced way, offering companies a high-tech solution that maintains a personalized touch in customer interactions.
“We are committed to delivering a more efficient and empathetic customer service experience. Our AI agents are engineered to apply best practices identified by HEMA analytics, ensuring consistent, high-quality service,” Founder of HERA, Joel Djuwadi, said.
HERA’s AI agents are driven by HEMA, an integrated contact center analytics system developed by Yuliana Agung, Indonesia’s Customer Experience and Customer Service expert with over 25 years of experiences. As a Quality Assurance AI Analytics tool, HEMA continuously monitors service quality across multiple dimensions, spanning human interaction, empathy, navigational efficiency, and response accuracy, offering real-time insights for ongoing improvement.
The AI agents adjust their behavior based on these insights, boosting customer satisfaction. In addition, HEMA tracks HERA’s performance metrics and service standards, ensuring consistent quality and reliability.
Its Advanced Artificial Intelligence (AI) technology has already been adopted across various industries, including wedding planning, to automate RSVP processes with an AI that closely mimics human interaction. This application allows wedding organizers to streamline guest management seamlessly, enhancing efficiency while maintaining a personal touch in communication.
Designed to elevate service levels in sales, inquiries, and customer complaints, the platform caters to diverse sectors, including banking, insurance, finance, e-commerce, healthcare, retail, transportation, logistics, delivery, telecommunications, and more. HERA’s adaptive learning capabilities enable service teams to focus on strategic roles, fostering a more proactive customer service environment that aligns with corporate goals of enhanced customer experience, satisfaction, and engagement.
“In the short term, we are concentrating on the financial sector due to the substantial investment in customer service in this sector. Nevertheless, we believe the HERA platform holds potential for implementation across various industries,”
On the other hand, HERA has set its sights on continued platform development, with plans to introduce more sophisticated voice support, deeper data analytics, and expanded integration with other business tools. These enhancements aim to create an even smoother and more personalized customer experience in the future, positioning HERA as a leader in AI-driven customer service solutions.
