CBN Enhances Outbound Customer Communications with AI-Assisted Automation

CBN, one of Indonesia’s leading Information and Communications Technology providers, continues to enhance its customer experience by combining technology with human expertise. As customer outreach volumes fluctuated throughout the month, the company sought a more scalable way to support outbound communications while ensuring customers continue to receive timely information and easy access to its customer service team.

Working with AI Rudder, CBN implemented AI-powered voice automation to support selected outbound communications, specifically for payment reminders and customer satisfaction surveys. The solution complements CBN’s existing customer operations, allowing human agents to focus on handling more complex customer needs and interactions.

Today, the AI-assisted solution helps process between 150,000 and 200,000 customer records each month, supporting more consistent outreach while maintaining a seamless customer experience.

Supporting Better Customer Communications

As one of Indonesia’s leading ICT companies, CBN delivers a broad portfolio of digital solutions for businesses, while also serving residential customers through CBN Fiber. Alongside delivering reliable digital services, CBN continuously enhances its customer experience through proactive communications, including payment reminders and customer satisfaction surveys, which help strengthen customer relationships and support continuous service improvement.

As outreach volumes vary throughout each billing cycle, managing large-scale outbound communications using manual processes alone became increasingly challenging. CBN wanted a solution that could help handle repetitive outbound activities more efficiently while allowing its customer care teams to dedicate more time to customer inquiries, service requests, and issue resolution.

Recognising the need for a more flexible approach, AI was introduced to support CBN’s customer service operations.

A new chapter in customer outreach

CBN partnered with AI Rudder to introduce AI Voicebot technology into two outbound communication processes: payment reminder calls and customer satisfaction surveys. This allows CBN to manage changing outbound workloads more efficiently without relying solely on manual calling, creating a more scalable approach to day-to-day customer outreach.

The AI Voicebot automates routine outbound calls for payment reminders, helping CBN consistently reach customers at scale. In parallel, InfoChecker Voicebot conducts automated customer satisfaction surveys, providing an additional channel for customers to share feedback following their service experience.

The AI Voicebot automates routine outbound calls for payment reminders, helping CBN consistently reach customers at scale. In parallel, InfoChecker Voicebot conducts automated customer satisfaction surveys, providing an additional channel for customers to share feedback following their service experience.

Following the implementation, CBN achieved an average 27% connection rate across its collection activities, with 6–10% of connected customers completing the intended collection outcome. More consistent outbound coverage has enabled the company to reach a larger share of customers despite fluctuations in monthly outreach volumes.

Today, CBN has established a more structured approach to managing collections and customer satisfaction surveys. Automation helps ensure that routine communications are delivered consistently while customer service representatives remain available to provide personalized assistance whenever customers require further support.

Improving Efficiency While Keeping Customers at the Center

Automated customer satisfaction surveys have also provided CBN with a more consistent way to gather customer feedback, helping teams better understand customer sentiment and identify opportunities to improve the overall service experience.

By combining AI-powered automation with human expertise, CBN has established a more scalable customer communication model that supports operational efficiency without compromising service quality. Manual workloads and operational costs have been reduced by 50–70%, while overall productivity has improved by 100–200%. These gains allow customer care teams to focus their time on interactions where empathy, problem-solving, and personalized assistance create the greatest value for customers.

As customer expectations continue to evolve, CBN remains committed to leveraging technology responsibly by using AI where it can improve efficiency while ensuring customers continue to have convenient access to knowledgeable customer service representatives whenever they need assistance.

“As CBN continues to expand its portfolio of digital solutions, delivering an excellent customer experience remains one of our highest priorities. Working with AI Rudder helps us manage routine outbound communications more efficiently, allowing our teams to focus on personalized support where it matters most.”

Dedi Handoko, Commerce Director CBN