WIZ Talkbot Success: Link Net Doubles Customer Outreach with AI Voice Automation

Link Net, Indonesia’s premier internet connectivity provider, has revolutionized its customer outreach operations by implementing WIZ Talkbot technology. The AI-powered voice automation solution enabled the company to double its customer connection rates while streamlining debt collection processes across 2.8 million homes in 23 Indonesian cities. This WIZ Talkbot implementation demonstrates how intelligent voice automation can transform traditional call center operations and deliver measurable business results.

For over 20 years, Link Net has been connecting Indonesians through its First Media, i-solution, and Link Net brands. However, managing collections for millions of accounts presented significant operational challenges that required innovative solutions.

The Challenge: Traditional Collection Methods Failing

“Previously, we used SMS for billing, which then was supplemented with outbound calls,” explains Pak Ikhsan Kurniawan, Head of Printing and Collection Department at Link Net. “We gradually moved to email and now, we also use WhatsApp. We also tried smart IVR but it turned out not to be suitable for overdue payments. So we stopped using IVR because it did not bring results.”

The company faced critical capacity planning issues for outbound collections calls. When the telephone collections team experienced manpower shortages, Link Net would temporarily reassign staff from other departments, disrupting daily operations and workload management. This inefficient approach highlighted the need for a more scalable solution.

WIZ Talkbot Solution: Beyond One-Way Conversations

“We liked WIZ’s solution because it was a two-way interaction, not like IVR which is very limited,” shares Pak Ikhsan. “It also helped us with workload balancing. If someone from telecollections takes maternity leave, we can immediately add more bots to fill the gap.”

Dramatic Results with WIZ Talkbot Implementation

The implementation of WIZ Talkbot delivered immediate, measurable improvements. “When we tried the WIZ solution, our results improved, especially in the connection rate,” shares Pak Herri Dwi Prasetyo, MIS Leader of Collection & Recovery Department at Link Net. “The connection rate for human agents was 25 percent but with the WIZ Talkbot, it increased to almost 50 percent.”

The use of voice automation also freed human agents from repetitive tasks, enabling them to focus on complex customer retention and complaint resolution. “This gave our agents more time to focus on retaining customers and handling more complex complaints. The use of the bot made the role of human agents more strategic,” Pak Herri adds.

“WIZ Talkbot is the best collection strategy we have implemented so far,” confirms Pak Ikhsan.

Exceptional User Experience with AI Voice Technology

The technical implementation and user experience exceeded expectations. “The application itself is very user-friendly and has a good validation system,” explains Pak Herri. “For example, if someone tries to upload the same number twice, the system will immediately eliminate one of them.”

The WIZ team’s support proved invaluable throughout the implementation. “All the WIZ team members are so supportive and helpful,” Pak Herri continues. “Whatever we need, the escalation process is so fast. As an end-user, it is very helpful to know that everything is processed quickly and all team members are contactable.”

Perhaps most importantly, customers barely noticed the transition to automated voice interactions. “99% of customers do not realize that they are contacted by a robot,” says Pak Ikhsan. “Out of 20,000 contacted, only 10 complained about being called by a bot. When that happens, we exclude the specific customers from the next Talkbot call database.”

Expanding Beyond Collections: Customer Retention with Voice Bots

Building on the success of automated debt collection, Link Net expanded their use of voice automation to customer retention and recontracting. The company developed new scripts for contacting recently lost customers, such as those who haven’t paid subscriptions for three months.

“The contact rate for this category of customers is lower,” explains Pak Ikhsan. “We hope that with the new retention script, we can win back customers by offering promotions.”

While results for the retention campaign are still being evaluated, the team continues refining scripts based on feedback to optimize messaging effectiveness.

Future of Automation and Analytics

Link Net envisions a fully automated future for their customer communication processes. “We are heading towards digitization, everything must be automated,” states Pak Ikhsan. “If someone defaults or misses a payment, they should be called automatically. Everything should already be automated, including redials. Then the results can be updated in real-time on the Link Net system.”

Data analytics capabilities represent the next frontier for optimization. “We expect in the future we can download the transcript of the conversation directly from the system,” says Pak Herri. “With this feature, we can use all information to gain feedback and complaints from customers. So when a human agent conducts a follow-up call to a certain customer, they will immediately know what the customer complained about. We will have the customer history and can give a seamless experience.”

The success has even led to recommendations for expanding voice automation to customer onboarding. “We never contacted these type of customers before,” admits Pak Ikhsan. “This is something we will explore and discuss further with the WIZ Team.”

Transform Your Customer Outreach with Voice AI Automation

Link Net’s success story demonstrates the transformative power of intelligent voice automation in customer communications. By implementing WIZ Talkbot technology, companies can achieve higher connection rates, reduce operational costs, and free human agents to focus on strategic customer relationship activities.