{"id":3406,"date":"2026-01-20T21:14:34","date_gmt":"2026-01-20T14:14:34","guid":{"rendered":"https:\/\/kpsg.sitespirit.co\/?post_type=case-study-post&#038;p=3406"},"modified":"2026-02-02T15:44:41","modified_gmt":"2026-02-02T08:44:41","slug":"contact-center-for-all","status":"publish","type":"case-study-post","link":"https:\/\/kpsg.com\/en\/case-study\/contact-center-for-all\/","title":{"rendered":"Multifinance Operational Efficiency through Smartbot Implementation"},"excerpt":{"rendered":"<p>Explore how a national private-owned multifinance company implements a chatbot in its contact center to provide the best experience for both customers and prospective customers.<\/p>","protected":false},"featured_media":5066,"template":"","meta":{"_acf_changed":false},"category-function-case-study":[34],"category-industry-case-study":[32],"solusi-case-study":[46],"class_list":["post-3406","case-study-post","type-case-study-post","status-publish","has-post-thumbnail","hentry","category-function-case-study-customer-service","category-industry-case-study-multifinance","solusi-case-study-cxaas"],"acf":{"konten_latar_belakang_perusahaan":"Sebuah perusahaan yang berada di bawah naungan grup korporasi terkemuka menyediakan layanan pembiayaan untuk berbagai kebutuhan, seperti kendaraan bermotor, elektronik, hingga keperluan lainnya. Seiring dengan pertumbuhan bisnis dan bertambahnya nasabah, beban kerja agen contact center pun turut meningkat.","gambar_latar_belakang_perusahaan":4711,"konten_kondisi_sebelumnya":"<ul>\r\n \t<li>Sebelumnya, contact center perusahaan tersebut hanya melayani pertanyaan dari calon nasabah.<\/li>\r\n \t<li>Seiring dengan pertumbuhan bisnis, kini contact center juga melayani pertanyaan dari nasabah yang sudah ada.<\/li>\r\n \t<li>Hal ini menambah beban kerja yang harus ditangani oleh agen contact center.<\/li>\r\n<\/ul>","konten_tujuan_yang_ingin_dicapai":"<ul>\r\n \t<li>Mengurangi beban kerja agen tanpa menghilangkan sentuhan personal dari live agent. Dan pada akhirnya, hal ini diharapkan dapat mengurangi biaya operasional tanpa mengorbankan kualitas pelayanan.<\/li>\r\n<\/ul>","pilih_format_field":"text","content_solusi_yang_diimplementasikan":"ARSI Smartbot menghadirkan solusi chatbot untuk mendukung operasional contact center. Chatbot diimplementasikan langsung ke channel Whatsapp untuk memberikan kemudahan akses bagi nasabah dan calon nasabah.","solusi_yang_diberikan":[{"konten_solusi_yang_diberikan":"ARSI Smartbot"}],"solusi_yang_diimplementasikan":[{"konten_solusi":"<strong>ARSI Smartbot<\/strong>\r\n\r\nMenghadirkan solusi chatbot untuk mendukung operasional contact center. Chatbot diimplementasikan langsung ke channel Whatsapp untuk memberikan kemudahan akses bagi nasabah dan calon nasabah."}],"gambar_solusi_yang_diimplementasikan":4712,"konten_tujuan_tercapai_dengan_sukses":"<ul>\r\n \t<li>Nasabah dan calon nasabah kini tak perlu lagi menunggu dalam antrian untuk mendapatkan jawaban dari agen.<\/li>\r\n \t<li>Di sisi lain, beban kerja agen pun turut berkurang.<\/li>\r\n \t<li>Penerapan chatbot di WhatsApp, sebuah aplikasi pesan yang digemari oleh masyarakat Indonesia, menjamin jangkauan yang luas dan efektif.<\/li>\r\n<\/ul>","statistik_pencapaian":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Efisiensi Operasional Multifinance melalui Implementasi Smartbot - KPSG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kpsg.com\/en\/case-study\/contact-center-for-all\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Efisiensi Operasional Multifinance melalui Implementasi Smartbot - 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