Implementing AI in Customer Service: Case Studies & 2025 Trends

giezka
2 days ago
3 min read

Why is AI in Customer Service Becoming More Important?

Today’s customers demand service that is fast, accurate, and personalized. The challenge is, traditional customer service teams are often overwhelmed by high volumes of inquiries, long queues, and time-consuming manual processes.

This is why Artificial Intelligence (AI) has emerged as a solution — not only to drive efficiency but also to elevate the quality of customer experience.

What is AI Customer Service?

AI Customer Service refers to the use of AI technologies such as chatbots, Natural Language Processing (NLP), and even digital humans to support customer interactions.

With AI, businesses can deliver instant responses, personalized recommendations, and even detect customer sentiment to provide more human-like service.

Case Studies of AI Implementation in Customer Service

Telkomsel – Veronika (AI Chatbot)Telkomsel has strengthened its customer service through its virtual chatbot, Veronika, since 2017. Now, with the integration of Microsoft Azure OpenAI Service, Veronika can automatically and quickly answer around 95% of customer inquiries. This allows human agents to focus on complex issues that require a personal touch (detikinet, 2023).
MyRepublic Indonesia – WhatsApp Chatbot “Maira”MyRepublic introduced Maira, an AI-powered customer service chatbot integrated into its official WhatsApp channel. Maira enables customers to independently handle various services such as network checks, internet or TV package upgrades, and exclusive promo updates — available 24/7 (Cloud Computing Indonesia, 2021).
Sephora – Virtual Artist & ChatbotSephora successfully implemented AI customer service through its AR-based Virtual Artist, allowing customers to try on makeup virtually, along with an AI chatbot for personalized product recommendations. This technology not only enhanced digital engagement but also made shopping more practical and fun. The result? Sephora’s online sales skyrocketed from around $580 million in 2016 to more than $3 billion in just a few years (Cut The SaaS, 2024).
Haptik – Smart Chatbot for RedDoorz HotelsAI consultancy Haptik developed a customer service chatbot for RedDoorz, a hotel and ticket booking platform. The chatbot delivers instant customer support via chat apps, reducing the burden on live agents and increasing user satisfaction (Enterprise IT World, 2023).

Key Advantages of Implementing AI in Customer Service

24/7 Availability – AI enables customer service to always be available, even outside working hours.
Cost Efficiency – Automating repetitive inquiries helps businesses cut operational costs.
Personalization – AI provides tailored recommendations and responses based on customer needs.
Scalability – Companies can serve thousands of customers simultaneously without adding staff.
Data-Driven Insights – AI analyzes customer interactions to deliver valuable insights for business strategies.

AI Customer Service Trends in 2025

As technology advances, AI solutions are becoming more sophisticated. Some of the key trends, also offered by CODE.ID, include:

Digital Human Solutions – Virtual avatars that can speak and interact like humans, perfect for 24/7 customer service.
AIGC (AI-Generated Content) – Helps customer service teams craft consistent, fast, and on-brand responses.
Palm Scan & eKYC – Touchless biometric authentication, making customer verification more secure and practical.
Soundbox & Voice AI – Voice-based engagement for a more natural, interactive customer experience.

CODE.ID: Your AI Customer Service Implementation Partner in Indonesia

At CODE.ID, we believe every business has unique challenges. That’s why our AI solutions — from digital humans, palm scan, eKYC, AIGC, to voice AI — are designed to adapt to your industry’s needs.

With proven experience integrating technology across multiple sectors in Indonesia, CODE.ID is ready to help your company deliver smarter, more efficient, and more competitive customer service.

Conclusion

AI in customer service is no longer just a trend; it’s a necessity for businesses to stay competitive in the digital era.

From telco to retail and healthcare, the evidence is clear: AI helps businesses operate faster, more efficiently, and closer to their customers.

Ready to take your customer service to the next level?

Contact CODE.ID for a free consultation and discover the best AI solution for your business.

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