The Background : Smarter Workflows, Stronger Support
PCS Indonesia is a leading provider of Electronic Data Capture (EDC) machines in Indonesia. With thousands of merchants relying on PCS devices for secure transactions, customer support becomes mission-critical. From installation and onboarding to troubleshooting and transaction monitoring, PCS ensures that every merchant gets reliable assistance whenever needed.
What makes PCS unique is its tech-savvy approach. The company doesn’t just follow market trends; it actively integrates digital solutions into its operations, connecting internal systems, customer data, and support workflows. This mindset positioned PCS to adopt AI not as a reaction to problems, but as a proactive step toward efficiency and scalability.
The Problem : Reducing Repetition, Recognizing Image, and Boosting Focus
While WhatsApp made it easy for merchants to connect, the increasing volume of incoming messages presented a major operational challenge. Human agents were spending much of their time answering repetitive FAQs, such as Terminal ID requests, transaction confirmations, or troubleshooting basic device issues. Many of these inquiries even came in the form of photos, like blurry device IDs or error screenshots, which agents still had to review and interpret manually.
This repetitive workload risked slowing down response times, overwhelming customer service teams, and leaving less room for agents to handle complex or high-value cases. PCS wanted to ensure customer experience remained fast, reliable, and consistent, without simply adding more manpower. Their key question was: how can we handle growing inquiry volumes efficiently, while empowering agents to focus on strategic roles?
The Solution : Qiscus AgentLabs and WhatsApp Business API
To address this, PCS implemented Qiscus AgentLabs as the first layer of customer engagement, integrated with the WhatsApp Business API as the primary communication channel. The solution was designed not just to automate responses but to enable AI reasoning, allowing the system to decide whether to resolve a question itself, retrieve contextual data, or escalate the issue to a human agent.
When customers send an inquiry, Qiscus AgentLabs instantly analyzes and categorizes the message. If the inquiry is a simple FAQ, the AI provides an immediate response. For issue-based cases, the system escalates the conversation to human agents at PCS’s Head Office. Additionally, Qiscus AgentLabs is equipped with image recognition, enabling it to process photos such as device IDs or error screenshots and respond with contextually accurate solutions. Supervisors oversee both AI and human agent performance to ensure consistent accuracy, response speed, and overall service quality.
PCS: One Channel, Streamlined Journey
The Success : Efficiency That Drives Business Results
The results of this implementation have been significant. Within just three months of going live, PCS reduced the average number of conversations handled per agent by 28.3%. This reduction freed agents from repetitive workloads and allowed them to focus on more complex, high-value cases. Meanwhile, the percentage of inquiries resolved by AI grew dramatically, from 31.58% to 73.14%. Response times also became faster, particularly for standard questions such as Terminal ID identification, serial number requests, and image-based troubleshooting.
Beyond operational efficiency, Qiscus AgentLabs also delivered deeper insights by identifying the three most common customer issues, device malfunctions, transaction discrepancies, and additional support requests, enabling PCS to refine its knowledge base and prepare agents more effectively.
“At PCS Indonesia, great customer service isn’t just about answering questions; it’s about anticipating needs. With Qiscus AI, we’ve made our service team more efficient, handling more inquiries in less time while letting our agents focus on complex cases. AI helps us resolve issues faster and more accurately, ensuring consistent quality for every customer. For us, adopting Qiscus AI is a proactive step to stay ahead and deliver service excellence.”
— Jefri Andrian, Asst. Manager IT Operation Data & Business Intelligence, PCS Indonesia
AI as a Partner, Not a Replacement
The story of PCS Indonesia demonstrates how a tech-savvy company can leverage AI not merely for automation but for reasoning, deciding when to act, which tool to use, and how to resolve inquiries effectively. By taking this forward-looking approach, PCS reduced repetitive workloads by nearly 30%, tripled the proportion of inquiries resolved by AI, and strengthened customer satisfaction through faster and more consistent support. This case highlights that the future of customer service is not about replacing human agents, but about empowering them with intelligent AI systems that handle the heavy lifting, leaving humans free to focus on what matters most: complex, strategic, and relationship-driven interactions.
PCS proves that when AI and humans work hand in hand, operational efficiency transforms into business resilience and customer loyalty, setting a new benchmark for service excellence in the digital era.
Redefining Customer Support with IntelligencePCS Indonesia shows that AI can do more than answer repetitive questions; it can recognize images, moreover, it can think strategically, deciding when to resolve an inquiry itself, when to escalate to a human agent, and which tools or data sources to use for the best outcome. Discover how Qiscus AgentLabs can help your business deliver impactful customer experiences.
