What You Will Learn:
✅ How Sucor Sekuritas handles high-volume, repetitive banking and trading inquiries with Qiscus AgentLabs
✅ How AI as a first responder improves response time without losing human touch
✅ How confidence score and analytics help maintain answer quality
✅ How seamless handover ensures sensitive requests stay in the hands of human agents
About Sucor Sekuritas
Sucor Sekuritas operates in the trading and financial services sector, where speed, accuracy, and trust are critical in every customer interaction. In the BFSI (Banking, Financial Services, and Insurance) industry, customer support teams often deal with highly repetitive questions related to account information, IDs, transactions, and basic service inquiries on a daily basis.
As customer expectations for instant responses increased, Sucor Sekuritas realized that relying solely on human agents for every inquiry would not be sustainable in the long run. The challenge was clear: how to scale customer support efficiently without losing the personal connection and trust their customers expect from a financial partner. Sucor Sekuritas wanted a solution that could handle routine questions quickly, while keeping every interaction warm, approachable, and aligned with Sucor Sekuritas’ human-centered and professional brand voice.
That was when Sucor Sekuritas decided to adopt Qiscus AgentLabs as its first responder solution for customer support.
Goals Sucor Sekuritas Aimed to Achieve
Maintain a Human Touch in Customer Interactions
Sucor Sekuritas did not want an AI that fully replaced human agents. Instead, the goal was to use AI only for customer support at the initial stage, handling basic inquiries, FAQs, and common questions while human agents focus exclusively on high-value conversations (HVC). This approach speeds up customer registration processes and ultimately helps increase the number of successful sign-ups, all while maintaining the personal touch and trust our clients expect
Reduce the Burden of Repetitive Inquiries
A large percentage of daily questions from customers were repetitive in nature. Sucor Sekuritas wanted to automate these initial conversations to free up human agents so they could focus on more complex and high-value cases.
Ensure Safe and Seamless Handover to Human Agents
For sensitive cases such as forgotten customer IDs, account-specific issues, or requests that require verification, Sucor Sekuritas needed a system that could smoothly transfer the conversation from AI to a human agent without disrupting the customer experience.
Monitor and Improve AI Accuracy Over Time
Sucor Sekuritas wanted full visibility into AI performance. It was important for the team to be able to measure how well Qiscus AgentLabs responded to customers and continuously optimize the knowledge base.
Solutions Implemented by Sucor Sekuritas
To achieve these goals, SUCOR Sekuritas implemented Qiscus AgentLabs together with WhatsApp Business API powered by Qiscus as the first line of support for incoming customer inquiries. This allows customers to conveniently ask questions via WhatsApp, a channel they are familiar with, while benefiting from AI-powered efficiency.
Qiscus AgentLabs as a First Responder
Qiscus AgentLabs acts as the first point of contact for customers. It answers frequently asked questions in a contextual and relevant manner, aligned with Sukor Sekuritas’ tone and communication style.
Through the WhatsApp Business API, customers can ask general questions or inquire about becoming a new client, and Qiscus AgentLabs provides instant, accurate responses. The AI is designed to enhance front-line efficiency, not replace human decision-making, keeping the interaction warm and personal.
Smart Handover to Human Agents
When a case involves sensitive information or requires deeper investigation, such as:
- A customer forgetting their ID or account details
- A request for personal verification
- Complex or unusual cases not available in the knowledge base
The system automatically hands over the conversation to a human agent. This ensures security, compliance, and a better overall experience for the customer, while maintaining trust in Sucor Sekuritas’ services.
Performance Tracking with Confidence Score
One of the key strengths of Qiscus AgentLabs is the built-in confidence score available in the analytics dashboard.
- The confidence score measures how accurately and completely the AI answered a customer’s question
- A score closer to 1 indicates that the AI successfully handled the inquiry without the need for correction
- The more structured and complete the knowledge base becomes, the higher the confidence score improves
Sucor Sekuritas’ team is highly aware of this metric and regularly reviews it to evaluate performance and identify areas for improvement.
In addition, first response time is also monitored to ensure customers receive timely answers, reinforcing faster and more reliable support.
How Sucor Sekuritas Implemented Qiscus Solution
When customers or prospective clients reach out to Sucor Sekuritas, the conversation typically starts on WhatsApp, their preferred and familiar channel. Whether they have general questions, FAQs, or are interested in opening a new account, they can immediately start a conversation without waiting in long queues or office hours.
Qiscus AgentLabs takes the first responder role, instantly providing clear, contextual answers. The AI handles routine inquiries such as product information, investment options, or account procedures, keeping the communication warm, approachable, and aligned with Sucor Sekuritas’ brand voice. This ensures that customers receive accurate information quickly while maintaining a personal and friendly tone.
When the interaction involves high-value conversations (HVC) such as registering a new client, large transactions, or sensitive account issues, Qiscus AgentLabs identifies the case for escalation. Only human agents handle these interactions, allowing them to focus on cases that truly require human judgment, empathy, or verification. This approach not only speeds up processes like new account registration but also enhances the overall customer experience.
For sensitive cases like setting up new credentials, personal verification, or issues outside the AI knowledge base, the system performs a seamless handover to a human agent. The agent receives the full context of the conversation, ensuring that customers do not need to repeat information and that the transition feels smooth and professional.
Human agents then resolve these high-value or complex cases, providing personalized support, guidance, and assurance. Once the interaction is complete, the conversation is closed clearly, and customers can leave feedback. This feedback loops back to improve the AI knowledge base, ensuring that the system continues to learn and provide better, faster, and more accurate responses over time.
Through this hybrid approach of AI and human agents, Sucor Sekuritas successfully balances efficiency, speed, and personalization, allowing routine inquiries to be resolved quickly while reserving human expertise for the interactions that matter most.
The Impact for Sucor Sekuritas
By integrating Qiscus AgentLabs into its customer support operation, Sucor Sekuritas has been able to:
Reduced agent workload on repetitive inquiries
Routine questions are now handled by Qiscus AgentLabs, significantly decreasing the operational burden on support agents.
Faster and more consistent first response
Customers receive instant, accurate answers without waiting for agent availability, improving overall response speed and satisfaction.
Preserved human touch for sensitive cases
A controlled handover mechanism ensures complex or sensitive issues are seamlessly transferred to human agents, maintaining trust and compliance.
Improved answer consistency and quality control
A centralized knowledge base ensures standardized responses aligned with Sucor Sekuritas’ guidelines, supported by performance monitoring through analytics and confidence scoring.
Greater scalability for future growth
The hybrid AI–human model enables SUCOR Sekuritas to handle increasing customer volumes without a proportional increase in manual resources.
More efficient and sustainable support ecosystem
Customers get faster service, while agents can focus on high-priority cases creating a balanced, resilient, and future-ready operation
Customers now receive faster responses, while human agents can focus on high-priority, sensitive, and complex cases. This makes the entire support ecosystem more efficient and sustainable.
The Success Sucor Sekuritas Has Achieved
The implementation of Qiscus AgentLabs and WhatsApp Business API delivered clear, measurable, and business-driven results for Sucor Sekuritas:
34% AI Deflection Rate
Qiscus AgentLabs successfully resolved over 1,100 conversations independently, representing a 34% AI deflection rate out of over 3,000 total completed conversations. This significantly reduced workload on human agents, ensured instant answers for routine inquiries, and accelerated client onboarding without compromising accuracy or tone.
100% Resolution Rate
Every conversation, whether handled fully by AI or escalated to a human agent was successfully resolved. This reflects a highly healthy, reliable, and well-structured support operation, ensuring no customer is left unattended.
66% Conversations Focused on High-Value Interactions
Human agents handled +2,100 conversations (66%), ensuring their time is dedicated only to complex, sensitive, and high-impact customer interactions. With AI filtering repetitive and routine inquiries upfront, agents can prioritize strategic cases such as sensitive account issues, onboarding new clients, and high-stakes conversations that require human judgment and trust.
Controlled and Trustworthy AI Performance
With confidence scoring and analytics, Sucor Sekuritas can continuously monitor AI accuracy, minimize hallucination risks, and ensure every response remains accurate, relevant, and aligned with the brand’s professional and human-centered voice.
What Sucor Sekuritas Said
“Before implementing Qiscus AgentLabs and WhatsApp Business API, repetitive inquiries slowed down our onboarding process. Now, AI takes care of the routine with speed and precision, allowing our agents to focus on complex cases, sensitive issues, and new client registrations where trust, judgment, and human connection matter most.
“Together with Qiscus, we’ve built a support ecosystem that is fast, reliable, and aligned with our brand of voice. The seamless AI-to-human handover keeps every conversation intact, and the built-in confidence score allows us to continuously monitor AI accuracy and control potential hallucinations. This balance between technology and human expertise has become a key driver of Sucor Sekuritas’ digital transformation, helping us scale efficiently while keeping every interaction warm, professional, and trust-driven.”
- Sucor Sekuritas Director’s
Achieve the Same Success with Qiscus
Sucor Sekuritas’ implementation proves that AI and human agents don’t have to compete, they can collaborate. With AgentLabs and WhatsApp Business API powered by Qiscus, businesses in highly regulated and complex industries can scale their customer support while preserving trust and personal connection.
If your organization handles large volumes of repetitive inquiries and needs a smarter, more human-centered approach to automation, this is the solution for you.
Let Qiscus transform your first response experience and empower your team to focus where they matter most.
Contact us today to start building faster, smarter, and more human conversations.
