{"id":3400,"date":"2026-01-20T21:03:22","date_gmt":"2026-01-20T14:03:22","guid":{"rendered":"https:\/\/kpsg.sitespirit.co\/?post_type=case-study-post&#038;p=3400"},"modified":"2026-02-02T15:47:37","modified_gmt":"2026-02-02T08:47:37","slug":"providing-employee-support-around-the-clock","status":"publish","type":"case-study-post","link":"https:\/\/kpsg.com\/en\/case-study\/providing-employee-support-around-the-clock\/","title":{"rendered":"Providing Employee Support Around the Clock"},"excerpt":{"rendered":"<p>Discover how ARSI Smartbot helps a state-owned bank to provide the best Employee Experience for all of its employees.<\/p>","protected":false},"featured_media":5067,"template":"","meta":{"_acf_changed":false},"category-function-case-study":[36],"category-industry-case-study":[30],"solusi-case-study":[46],"class_list":["post-3400","case-study-post","type-case-study-post","status-publish","has-post-thumbnail","hentry","category-function-case-study-internal-helpdesk","category-industry-case-study-perbankan","solusi-case-study-cxaas"],"acf":{"konten_latar_belakang_perusahaan":"Sebuah Bank BUMN memberikan layanan perbankan kepada seluruh masyarakat Indonesia, dengan spesialisasi layanan pendanaan mikro. Dengan layanan yang menjangkau banyak daerah terpencil di seluruh Indonesia, bank ini tentunya memiliki karyawan dengan jumlah yang cukup besar.","gambar_latar_belakang_perusahaan":4717,"konten_kondisi_sebelumnya":"<ul>\r\n \t<li>Sebelumnya, bank tersebut menggunakan live agent untuk operasional helpdesk mereka.<\/li>\r\n \t<li>Terdapat sejumlah besar pertanyaan dan permintaan dukungan yang datang dari berbagai karyawan bank.<\/li>\r\n \t<li>Seiring dengan meningkatnya jumlah pertanyaan yang masuk, live agent tidak lagi mampu memberikan pelayanan dengan maksimal.<\/li>\r\n \t<li>Akibatnya, kinerja karyawan pun menurun, yang yang berdampak negatif pada kualitas layanan yang diberikan kepada nasabah.<\/li>\r\n<\/ul>","konten_tujuan_yang_ingin_dicapai":"<ul>\r\n \t<li>Membantu live agent helpdesk dalam melayani permintaan dan pertanyaan yang diajukan oleh karyawan.<\/li>\r\n<\/ul>","pilih_format_field":"text","content_solusi_yang_diimplementasikan":"Chatbot diimplementasikan pada channel Whatsapp dan portal web internal untuk memberikan kemudahan akses kepada karyawan yang ingin mengirimkan pertanyaan ke internal helpdesk.","solusi_yang_diberikan":[{"konten_solusi_yang_diberikan":"ARSI Smartbot"}],"solusi_yang_diimplementasikan":[{"konten_solusi":"<strong>ARSI Smartbot<\/strong>\r\n\r\nChatbot diimplementasikan pada channel Whatsapp dan portal web internal untuk memberikan kemudahan akses kepada karyawan yang ingin mengirimkan pertanyaan ke internal helpdesk."}],"gambar_solusi_yang_diimplementasikan":4718,"konten_tujuan_tercapai_dengan_sukses":"<ul>\r\n \t<li>Beban kerja live agent dialihkan kepada chatbot, terutama untuk pertanyaan yang cenderung berulang (FAQ).<\/li>\r\n \t<li>Dengan adanya chatbot, karyawan dapat segera mendapatkan jawaban untuk pertanyaan mereka tanpa perlu menunggu lama.<\/li>\r\n \t<li>Saat ini, lebih dari setengah FAQ telah dilatih pada chatbot, membuat chatbot mampu memberikan jawaban untuk lebih banyak pertanyaan.<\/li>\r\n \t<li>Pada akhirnya, kebutuhan untuk menambah jumlah live agent dapat ditekan.<\/li>\r\n<\/ul>","statistik_pencapaian":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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