Transform CX and service operations in Indonesia.
Independent consultancy for OJK and BI-regulated organisations adopting agentic AI safely.
omnichannel is a customer experience and service operations consultancy helping Indonesian organisations transform CX, adopt agentic AI safely, and keep humans in control. We serve banking, insurance, and telecoms across Jakarta, Surabaya, and beyond.
Built for your regulators
We design every engagement with the regulatory context of Indonesia in mind.
Sectors we serve in Indonesia
Indonesian regulated sectors where customer experience and operational safety matter most.
Banking & finance
The pain: Rapid digitalisation, unbanked population outreach, and OJK expectations for responsible AI.
How we help: Maturity Review of CX and compliance; AI readiness assessment for OJK and BI regimes with human-in-control gates.
Insurance
The pain: Low penetration, claims processing speed, and OJK regulatory reporting.
How we help: Contact centre advisory and AI-assisted claims triage with human-in-control decision gates.
Telecoms
The pain: High churn, complex prepaid billing, and KOMINFO expectations for service quality.
How we help: CX strategy and platform advisory to unify service channels; operational performance diagnostics.
Utilities
The pain: Infrastructure gaps, outage response, and growing urban demand.
How we help: Service operations redesign and AI-assisted outage communication with full human oversight.
Why now
Indonesia's AI Roadmap 2045 and OJK's digital innovation framework both call for trustworthy AI in financial services. Organisations that build human-in-control operating models now will be ready for the next wave of regulation.
Get started in Indonesia
Book a working session. We will diagnose your current state and give you a clear plan tailored to Indonesia.
Book a working session