Chairman Of Korika Prof. Hammam Riza Reveals AI Market In Indonesia Promises

JAKARTA - General Chairperson of the Collaboration Research and Innovation of the Artificial Intelligence Industry (KORIKA), Prof. Hammam Riza said the Indonesian AI market reached USD 380 million in 2024 and experienced rapid growth with CAGR of around 25%.

"In 2027 the growth of the AI market (artificial intelligence) is projected to reach USD 995 million. Meanwhile, 42% of large companies have started the AI pilot project, but only 17% of SMEs have implemented it. It is still unclear how much the government allocation for digital transformation initiatives as directed in the 2020-2045 National AI Strategy. This creates unfavorable conditions for increasing AI adoption in Indonesia," said Prof. Hammam Riza at the inauguration ceremony of the new Teleformance (TP) office in Jakarta and Customer Experience (CX) Lab Indonesia, last weekend.

This important momentum is also marked by the introduction of Persona AI, an AI-based autopilot technology designed to improve customer service quality through smart automation and real-time support.

The presence of this new office confirms TP's commitment to Indonesia as a strategic market for innovation, multilingual services, and digital transformation. With more than 6,000 employees throughout Indonesia, TP continues to grow as a nearshore and offshore service center for global clients.

Now, not only TP customer service agents assisted by AI autopilot but also all employee supports a technology that combines AI efficiency with human empathy to provide a faster, more accurate, and efficient service experience. This solution is developed internally and customized for the needs of the Indonesian market, including features such as automatic message summary, customer identification, and intelligent response creation.

"By integrating AI into our operations, TP sets new standards in providing world-class customer service," said Michael Wullur, CEO of TP Indonesia. AI personnel help our agents work smarter and respond faster, ensuring every customer interaction takes place efficiently, precisely, and meaningfully.

CX Lab Indonesia, which is located in the Jakarta office, will be a collaboration space for clients and partners to experience firsthand future solutions in the involvement of customers, automation and analytics.

TP's new office in Jakarta is also designed as a center for modern, inclusive, and environmentally friendly innovation. With work facilities that support employee welfare, TP strengthens its position as the leader of the contact center industry and integrated customer experience solution in Indonesia.

The launch event was attended by representatives of the government, industry players, and TP clients from various sectors, including banking, retail, and e-commerce.