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Omnichannel contact center for Indonesian businesses · Voice, chat, and AI

One system for
human and AI agents
to serve customers

Kontakami integrates phone, WhatsApp, social media, email, and web chat in one platform, with AI support that responds faster and involves your team only when needed.

Schedule a demoSee all modules

Available in English and Bahasa Indonesia.

AI ChatAI VoiceAI QueryAI Scoring

AI Agents for More Efficient Customer Service

Improve service efficiency with AI that handles conversations, makes automated calls, evaluates interaction quality, and works with your team to keep service at its best.

01 · AI Chat

More Than Just Answering Questions

  • The AI Agent doesn't just respond to customers; it also supports sales, ordering, payment reminders, and surveys over chat and phone.
  • Every interaction can be analyzed or handed to an agent along with its conversation context, while all results are recorded for evaluation and follow-up.
What time does the Bekasi branch open?
Kaia · AI
The Bekasi branch is open Monday to Saturday, 08:00–17:00. Would you like to book a time while you're here?
Yes, bookNo, thanks
Is 10 tomorrow available?

02 · AI Voice

Reach Customers More Effectively with Robocall & AI Voice

  • Make automated mass calls with recorded messages or interactive AI Voice with multilingual support.
  • Customers can be transferred to an agent for further handling, while call results, recordings, and transcripts are logged to make campaign monitoring and evaluation easier.
FunnelBy ticketBy number
Tickets500
Reached390
Talked with the AI355
Asked the AI for a person60
Connected to an agent52
Pressed 914

03 · AI Query

From Questions to Business Insight

  • Ask questions about operational data in everyday language. AI Query analyzes your company data and presents answers as figures, tables, and relevant insights.
  • Excel or Word reports can also be generated automatically, with access to information based on each user's access rights.

AI Query

Ask about your company's data in plain language. Answers use only Toko Maju's data.

September inbound tickets by category

Started 11 Oct 2026 10:41 · Scope: all of Toko Maju
How many inbound tickets were there in September per category, and what is the average CSAT of each category?
10:41
Copy

September 2026 had 1,284 inbound tickets. Breakdown per category:

CategoryTicketsClosedAvg CSAT
Delivery5124984.3
Payment3893774.1
Returns & refunds2432213.6
Other1401384.4

The lowest CSAT is in Returns & refunds (3.6); that category also has the most open tickets (22).

10:41
Copy
Make this an Excel file, and add the list of 22 return tickets that are still open.
10:44
Copy

Done. The file has 2 sheets: Summary (the table above) and Open – Returns (22 tickets).

XLS
Tiket_Inbound_Sep_2026.xlsx
2 sheets · 31 KB
⤓ Download
10:44
iAsk anything about your data…Send

04 · AI Scoring

Turn Every Conversation into Valuable Insight

  • AI analyzes conversation recordings to evaluate agent performance, empathy, communication quality, and customer sentiment.
  • Comes with quality scores, customer churn risk detection, and conversation summaries and transcripts to help supervisors raise service standards consistently. Personal data is automatically masked in transcripts before AI processing to protect customer privacy.
82/100
Agent ScoreCall · 4m 12s
Agent Empathy86
Tone Alignment78
Churn Risk22lower = better
Customer Recovery61
See all AI features →

Real Kontakami screens. Names, figures, and conversations are sample data.

Our clients

Trusted by companies across industries

Banking, insurance, digital finance, education, hospitality, and business services.

HSBC
BNI
MNC Bank
AXA Financial
Cigna
Bumiputera
Ciputra Life
Indodax
Otto
DSF
Bureau Veritas
Wall Street English
Green Academy
CAR
Artha Madani
Sali
Mitratelecom
Indo Expat Housing
Padma Legian
Aseanindo
15+ YearsOf experience
50+ Million SecondsOf conversations a month
2000+ WorkstationsServed

Channels

Every Communication Channel, One Platform

Manage and control access to each channel, and distribute conversations automatically with a flexible round robin system.

WhatsApp PersonalConnected through WAHA by scanning a QR code.
WhatsApp API (WABA)Official account. Message templates are submitted to Meta for review.
InstagramDirect messages and comments per post.
FacebookMessenger and comments per post.
TikTokIncoming messages from your TikTok account.
EmailIncoming email, grouped into conversations.
Website widgetWeb chat, web call, and video call from a single install.
Phone (SIP)Inbound and outbound SIP, with extensions mapped to agents.
Walk-inCustomers who visit in person are served and get a ticket.

Real Kontakami screen, English version. Names, numbers, and conversation content are sample data.

Website widget

One Widget for All Your Communication Needs

Make it easy for customers to reach your company by web chat, phone, video call, email, or WhatsApp, straight from the widget on your company website. The look can be matched to your brand identity, AI provides automatic responses, and it can also be opened through a link or QR code.

See all widget features →
TToko Contoh✕
SBMAgent available for chat
Hi there
How can we help you today?
Start chat →
Other ways to reach us
WhatsApp CS↗
Email us
HomeMessageCallVideo
Home
TToko Contoh✕
SBMOur AI assistant is here to help — our team is available if needed
Today
How can we help?
What is your name?
Rina Hartono
Your WhatsApp number?
08123456789
Thank you. Please type your message.
Can I pay cash on delivery?
09.41 ✓Our AI assistant is continuing this conversation.
Type a message...↑
HomeMessageCallVideo
Message
TToko Contoh✕
←Email us
AttachSend
HomeMessageCallVideo
Email us
TToko Contoh✕
Connected
00:42

Your call goes into the queue and is answered by an available agent.

MuteKeypad
HomeMessageCallVideo
Call
TToko Contoh✕
RecordingS
MuteTurn camera offEnd
HomeMessageCallVideo
Video call

Real Kontakami widget screens. Names, numbers, and conversations are sample data.

Product

From Communication to Analytics,
All in One Platform

Inbound

Every Customer Who Reaches Out Is Always Served

Phone calls, web calls, video calls, web chat, WhatsApp, and social media are connected in one system. AI handles the first response automatically, while agents continue the conversations that need further handling.

See all Inbound features →
Call logs

Your softphone calls and dispositions.

AllInboundOutboundMissedCallbacks 2
DateCustomerDirectionSourceModeAI resultDispositionDuration
11 Oct 10:02Dewi W.0812 •••• 2210InboundSIP callAI Voicehanded over · customer asked for a personAnswered05:48
11 Oct 09:55Agus T.0813 •••• 5521InboundSIP callAI Voiceresolved by AIAnswered01:12
11 Oct 09:31GuestInboundWeb call——Answered03:05
11 Oct 09:10Maya L.0821 •••• 0912InboundVideo call——Answered07:40
11 Oct 08:47Rahmat H.0857 •••• 3304InboundSIP call——Missed00:00

Customer service

A complete helpdesk for contact center teams

Conversations, email, tickets, calls, and customer data in one app for agents, supervisors, and account managers.

See all Customer service features →
Frontline Tickets

Inbound tickets assigned to you.

Return Tickets 2My Tickets 14Unassigned 6Followed 3
DateTicket NumberContact NameCategoryProductStatusPriorityFirst ResponseTicket SLA
11 Oct 09:42Updated: 11 Oct 09:44TKT-FL-00021Rina SetiawatiDeliveryRegularOpenHigh00h:02m On Time00h:20m
10 Oct 15:10Updated: 11 Oct 08:02TKT-FL-00019 ⤴ EscalateHendra S.BillingPremiumOpenCritical00h:05m On Time26h:40m Breached
10 Oct 11:25Updated: 10 Oct 13:40TKT-FL-00017Dewi W.ReturnsRegularSolvedMedium00h:09m On Time02h:15m On Time
11 Oct 09:50Updated: 11 Oct 09:50TKT-FL-00022Andi PratamaProductRegularNewLow00h:04m00h:04m

Outbound

More Effective Campaigns, Reach More Customers

Outbound calls and messages from one platform: marketing campaigns, a predictive dialer, and WhatsApp or email broadcasts.

See all Outbound features →
PDS monitor

What the dialer is doing right now: pacing, dropped calls, the queue, and who is ready.

Dialing speed1.3Climbing 0.1 at a time, never past 2.0.
Ready agents4of 6 on this campaign
Running for01:24:10Calling window closes at 17:00.
Sari ReadyBayu On a callMaya Wrapping upDodi On break

Analytics & quality

Understand Performance, Improve Service Quality

Inbound and outbound dashboards, ticket reports, CSAT, Voice of Customer, and WFM. Everything can be exported to Excel or integrated through the API.

See all Analytics & quality features →
Inbound Analytics

Every incoming interaction, across voice and digital channels, measured the same way.

LivePerformanceSLA & QualityChannels
Offered1,240
Answered1,16293.7%
Abandoned78in queue 51 · while ringing 27
ASA0:18from 1,162 interactions with a measured time
AHT4:32from 1,162 interactions with a measured time
Service level86%1,066 of 1,240 within target · goal 80%
Transfer rate6%
FCR81%

Operations

Manage Appointments More Easily

Simplify bookings, team coordination, and integration with your operational systems in one platform for more practical and efficient service.

See all Operations features →
Appointments

Bekasi Branch · Saturday, 11 October 2026

TodayTomorrowNext 7 days+ New booking
ReceptionCounter
No. / timeCustomerService · ResourceStatusChecked inBooked via
A012Rina SetiawatiConsultation · Dr. AndiCalled09:48AI chat
A011Agus T.Consultation · Dr. AndiServing09:31Walk-in
10:30Siti R.Routine check-up · Dr. MayaBooked—AI Voice

Staff Outsourcing

Need a Contact Center Team? We Have You Covered.

Professional staff outsourcing, including agent recruitment and training tailored to your business needs.

About Staff Outsourcing →

Helpdesk + AI

Everything Integrated, from Interaction to Customer Resolution

01 · Inbound

The customer reaches out through any communication channel, with their full interaction history kept in one profile.

02 · AI Handles

AI responds to customer questions automatically and records any needs that require follow-up.

03 · Agent Continues

The conversation is passed to an agent along with its summary and context, so the customer doesn't have to explain again.

04 · QA and Reports

Every interaction is recorded and can be analyzed to measure team performance, customer satisfaction, and service quality.

Contact us

Better Customer Service
Starts Here

Book a demo and see firsthand how Kontakami helps improve the efficiency and quality of your business's service.

Schedule a demoSee all modules
Address

Setiabudi Building II 6th Floor Suite 602
Jl. H. R. Rasuna Said Kav. 62, Jakarta

Phone+62 813-9944-7797
Emailsales@kontakami.com