Jakarta, INTI – The wave of digital transformation in Indonesia continues to accelerate, yet many companies are still lagging in managing customer experience. Manual surveys, slow analysis, and public concerns over personal data security remain major challenges for businesses. To address these needs, SurveySensum officially launched SensAI, an artificial intelligence (AI)-powered engine designed to make Customer Experience (CX) smarter, faster, and safer. This innovation was introduced on Saturday, September 4, 2025, as a strategic step to ensure companies in Indonesia not only listen to customer complaints but also act swiftly with real, transparent, and regulation-compliant solutions.
AI Solution Aligned with the PDP Law
SensAI was developed as a platform that aligns with the Personal Data Protection Law (PDP Law 2022). With this technology, companies can manage customer feedback and criticism without compromising privacy.
“With SensAI, businesses in Indonesia can transform from passive listeners into responsive decision-makers. This innovation not only makes surveys smarter but also ensures data management remains ethical and in line with Indonesia’s regulations,” said Vika Indriyasari, Founding Member & SEA Commercial Director of SurveySensum.
Key Features of SensAI
Some of SensAI’s main capabilities include:
- AI-powered automatic questionnaires that can be created in seconds.
- Real-time text and sentiment analysis across multiple communication channels.
- Smart ticketing to quickly manage urgent complaints.
- Instant CX dashboards customizable to the needs of each company.
These features help companies better understand the voice of the customer while accelerating decision-making.
Impact and Efficiency
According to SurveySensum’s internal report, the adoption of AI in CX has accelerated problem-solving by up to 35% and increased customer responsiveness by 25%. The technology is not intended to replace humans, but rather to support them by taking over repetitive tasks so teams can focus on building empathy and delivering creative solutions.
In Line with National Strategy
The introduction of SensAI is also aligned with the Making Indonesia 4.0 roadmap and the National Artificial Intelligence Strategy 2020–2045. More than 500 global companies have already adopted the SurveySensum platform, and with SensAI, Indonesia’s CX ecosystem is projected to grow even stronger.
Conclusion
A new era of CX in Indonesia demands that companies do more than just listen they must act quickly, accurately, and responsibly. With SensAI, businesses are expected to build long-term trust with consumers while enhancing competitiveness in an increasingly digital economy.
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Author: Nd