HERA AI Solutions Present More Humane Customer Services

Joel Djuwandi, CEO OF HERA (photo: Dinda Buana/VOI)

JAKARTA - HERA, a new generation of Al platforms, announced the launch of its innovative solutions designed to improve customer experience at Indonesian companies.

With the slogan "Human Touch, High Tech," HERA combines automation with empathy, allowing Al agents to make smart decisions and operate tools independently in solving complex customer problems.

Through this launch, Joel Djuwandi, CEO of HERA emphasized that they are committed to providing a more efficient and empathetic customer service experience.

"Our Al agent is designed to implement the best practices identified by HEMA analytics, to ensure consistent high-quality services," Joel said on Tuesday, November 5.

The Al HERA agent is guided by HEMA, an integrated contact center analytic system developed by Yuliana Agung, MBA an expert on Customer Experience & Customer Service Indonesia and has been in use for more than 25 years.

HEMA is an Al Analytic Quality Assurance that monitors service quality in various dimensions such as human touch, empathy, navigation, and response accuracy, providing real-time insights for sustainable improvements.

The HERA platform focuses on improving services both for selling and providing customer questions and complaints in sectors such as banking, insurance, finance, e-commerce, health, retail, transportation, logistics, delivery, telecommunications, and others, according to the company's needs.

The adaptive learning ability of Al HERA agents is claimed to allow service teams to focus on strategic roles, creating a more proactive customer service environment.

In the demonstration that VOI tried, at this launch event, AI Agent Anita was the one who helped in financial matters who acted as a customer who wanted to buy a new car.

AI agent Anita can help understand easily how the installment and tenor systems fit the financial condition of its customers. To be sure, this HERA AI agent can provide advice like a real human agent.