Qiscus AgentLabs and Omnichannel Engagement Platform

Qiscus is an Indonesian provider of an agentic customer engagement platform for Southeast Asia, led by co-founders Delta Purna Widyangga (CEO) and Evan Purnama (CTO), with offices in Jakarta, Yogyakarta and Singapore. It helps businesses in banking, insurance, healthcare, beauty and education manage customer conversations across messaging channels.

The platform unifies chats from 20+ channels, including WhatsApp, Instagram, Facebook, TikTok and email, in one inbox. AgentLabs, launched in August 2025, lets companies deploy AI agents that answer from an uploaded knowledge base, follow conversation flows for tasks such as troubleshooting or ordering, keep a configured brand persona and hand complex chats to staff with context. Agent Copilot, Helpdesk, WhatsApp Business API, broadcast, CRM, in-chat shop and cloud PBX modules complete the suite.

• AgentLabs AI agents: autonomous chat handling grounded in an uploaded knowledge base.
• Conversation flows and persona: intent classification, scripted scenarios and configurable tone.
• Smart handover: routes complex or high-value chats to the right human team with context.
• Omnichannel inbox: 20+ channels including WhatsApp, Instagram, Facebook, TikTok and email.
• AI analytics: accuracy, response time, confidence scores, Query Sense and an AI activity log.
• Engagement suite: Agent Copilot, Helpdesk, WhatsApp broadcast, OTP, WhatsApp Call and CRM.

A Vietnamese payment terminal or fintech provider can use AI agents as the first support layer for merchant troubleshooting. Hospital groups can answer appointment and service questions across channels. Beauty and cosmetics brands can offer product consultations in chat and hand qualified buyers to staff.

Handles routine enquiries 24/7, including peak hours and holidays. At PCS Indonesia, the share of inquiries resolved by AI rose from 31.58% to 73.14% and conversations per agent fell 28.3% within three months, according to a Qiscus case study. Query Sense flags topics the AI cannot answer so teams can improve the knowledge base. Built-in anti-prompt-injection protection reduces misuse risk.

Customer service in Southeast Asia runs largely on WhatsApp and social messaging, and businesses are moving from scripted chatbots to AI agents that act on their own knowledge. Voice calling inside messaging apps and in-chat commerce are adding new service channels.

Indonesian company with offices in Jakarta, Yogyakarta and Singapore, registered with Komdigi as an electronic system operator and listed in the Meta partner directory. Holds Conversa, an annual customer engagement event. Named clients include SeaBank, Sunway, KPJ Healthcare, Pizza Hut, Kraft Heinz, Kredivo, Avoskin and Paragon.