KPSG menyoroti pentingnya transformasi contact center yang tidak hanya berfokus pada perkembangan teknologi, tetapi juga pada pemberdayaan manusia melalui pemanfaatan Artificial Intelligence (AI). Perspektif tersebut disampaikan oleh Teuku Fouriza Akbar, Sales Department Head KPSG, dalam sesi bertajuk “The Augmented Agent: The Next Era of Contact Center” pada Indonesia Contact Center Conference & Exhibition (ICCA) 2026, yang berlangsung pada 23 September 2026 di Hotel Bidakara, Jakarta.
Sejalan dengan tema ICCA 2026, “Experience, Empowerment, Ethics – Better CX, Stronger People and Trusted Service!”, KPSG mengangkat konsep Augmented Agent sebagai pendekatan untuk membangun operasional contact center yang lebih efektif, memberdayakan agen, dan tetap mengutamakan kepercayaan pelanggan.
From Equipping Agents to Empowering Them
During his presentation, Fouriza highlighted the operational challenges that contact center agents continue to face despite ongoing technological advancements. Strict Average Handling Time (AHT) targets, administrative tasks after calls, information searches across multiple systems, and rigid scripts remain part of agents' daily responsibilities, often limiting their flexibility in serving customers.
While organizations have introduced various technologies to support these activities, additional systems do not always translate into reduced workloads. This highlights the need for a different approach to contact center technology.
“It's time to shift from technology that adds to agents' workloads to technology that reduces them. Not just equipping agents, but empowering them.”
— Key message from Teuku Fouriza Akbar's session
Augmented Agents: Strengthening Human Capabilities with AI
The shift from managed agents to augmented agents is one of the important steps in this transformation. AI is expected to be no longer just an additional system that must be operated, but a work companion that helps agents carry out their tasks more effectively.
The Augmented Agent concept enables AI to take on repetitive cognitive tasks, including information retrieval, interaction summaries, and administrative documentation. This allows agents to dedicate more time and attention to customer needs that require empathy, judgment, and human decision-making.
“Augmented Agent menghadirkan AI sebagai pendamping kerja yang mengurangi beban repetitif dan memberikan dukungan saat agen membutuhkannya,” menjadi salah satu pesan yang ditekankan dalam materi tersebut.
Fouriza outlined three core capabilities that can support Augmented Agents across inbound and outbound contact center operations.
- Knowledge on Tap
Provides real-time information and recommendations, helping agents deliver more accurate responses to customers and access relevant offer recommendations during interactions. - Instant Wrap-Up
Automates interaction summaries and disposition logging to reduce administrative work after calls, allowing agents to dedicate more capacity to customer needs. - Right-on Coaching
Provides guidance during customer interactions while leveraging conversation analytics and Quality Assurance (QA) to support service quality improvements and continuous agent development.
Together, these capabilities demonstrate how AI can reduce operational workloads while strengthening agents' ability to deliver better customer experiences.
Building AI Transformation on a Foundation of Trust
Beyond improving agent capabilities, KPSG also emphasized the importance of responsible AI governance. AI-driven transformation must be supported by a foundation of trust to ensure productivity improvements go hand in hand with data protection and customer interests.
During the session, Fouriza highlighted three essential principles: Transparency, compliance with Indonesia's Personal Data Protection Law (UU PDP), and Human-in-the-loop.
Transparency ensures customers are informed when interacting with AI. UU PDP compliance places personal data protection at the center of technology design and implementation. Meanwhile, Human-in-the-loop ensures that people retain control over sensitive decisions, particularly in the financial services and insurance industries.
“The future of contact centers is built through human-AI collaboration. Technology strengthens agent capabilities, while trust ensures that transformation remains responsible.”
— from Teuku Fouriza Akbar's session
Advancing Smarter, Human-Centered Contact Centers
With more than 35 years of experience in Business Process Outsourcing (BPO), KPSG continues to develop technology-driven approaches grounded in its understanding of contact center operations and their day-to-day challenges.
Through its participation at ICCA 2026, KPSG reinforced the importance of AI adoption that goes beyond operational efficiency to focus on agent empowerment and improved customer experiences.
The Augmented Agent concept reflects this vision by bringing people and technology together to build more effective, adaptive, and trusted contact center operations.
For more information about KPSG, visit www.kpsg.com www.kpsg.com
