Lintasarta boosts customer satisfaction and employee experience with virtual assistant powered by AI | Asian Telecom
, Indonesia
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Lintasarta boosts customer satisfaction and employee experience with virtual assistant powered by AI

The digital tool streamlines access to crucial internal information.

Prominent ICT solution provider in Indonesia, Lintasarta, has recently embarked on a ground-breaking journey to redefine its digital landscape. This led to the introduction of “Talita,” also known as “Lintasarta's AI Virtual Assistant.” Talita is derived from the acronym “Tanya Lintasarta” or “Talk to Lintasarta,” and is designed to revolutionise internal information access for employees.

Talita streamlines access to crucial internal information, from business processes to data inquiries. Amongst the interactive information that Talita provides include knowledge management and working instruction for Lintasarta products, Internal Applications, IT infrastructure, drafting internal and external emails, designing presentation slides, recommendations, creating quizzes for training sessions, IT/network-related tips & tricks, and support for multiple languages.

To prepare the employees to transition better to a more efficient day-to-day business process with the virtual assistant, Lintasarta addressed potential difficulties with change by implementing comprehensive training programmes and establishing a robust support system.

Now, its integration across departments has resulted in a significant reduction in employees' time spent searching for information and increased employees' productivity. Talita also has the ability to provide interactive information related to the internal policies at Lintasarta and help employees make informed decisions swiftly, thus facilitating a faster understanding of the company's internal policies, and the Speech-to-Text feature makes user interaction with Talita easier. Employees can now rely on the virtual assistant to deliver precise and up-to-date information, reducing the likelihood of errors or miscommunications. 

Lintasarta business users also greatly benefit from the virtual assistant in terms of work effectiveness. Talita draws information from multiple sources, allowing business users to obtain comprehensive information from a single system and help them improve the speed and quality of daily activities for business users. Other than that, the virtual assistant has decreased the number of tickets for inquiries or the need for explanations to IT by around 30 percent.

This success has been acknowledged by the Asian Telecom Awards 2024, with Lintasarta bringing home the win in the Technology Innovation of the Year - Indonesia category. “Lintasarta's digital initiative in 2023, championed by Talita, signifies the company's commitment to innovation and excellence. The successful integration of Talita has not only streamlined internal operations but has also positively impacted employee experience, trust, and customer satisfaction,” Bayu Hanantasena, President Director of Lintasarta, said.

The prestigious awards programme honours businesses and initiatives that have not only driven progress in the telecom industry but have also ignited transformative shifts that have reshaped the digital landscape in Asia and beyond. 

The Asian Telecom Awards is presented by Asian Telecom Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for delivering cutting-edge, award-winning telco products and services to customers, please contact Julie Anne Nuñez at [email protected].

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