Internet service is no longer judged only by speed. For customers, fast access now has to come with quick support, easy contact channels, and clear solutions when problems appear.
That shift is pushing AI-powered customer service to the center of the internet industry, and CBN is responding with conversational AI from AI Rudder to strengthen after-sales service and speed up customer interactions.
From connectivity to experience
CBN Commerce Director Dedy Handoko said the next stage of internet competition will not be decided solely by connection speed. He argued that integrated digital services will become the key difference for users.
In comments quoted by mediaindonesia.com, Dedy said CBN Fiber is introducing an All-in-One Home Connected concept. The package combines fast internet, entertainment, digital security, and AI-based customer service in one more practical and affordable service.
AI takes over routine service tasks
Through its collaboration with AI Rudder, CBN is automating routine customer interactions. The AI system handles service information, customer status checks, and initial troubleshooting across voice and digital channels.
This approach is designed to give customers faster assistance while helping the company manage a growing volume of requests more efficiently. Basic service interactions no longer need to be handled entirely by human agents.
| Service Focus | AI Rudder Role | Impact on CBN |
|---|---|---|
| Service information | Automates routine conversations | Faster service response |
| Customer status checks | Connects with existing service systems | More efficient operations |
| Initial troubleshooting | Handles voice and digital channels | Easier access to support |
Built to fit existing systems
AI Rudder also developed a solution that can be integrated into a company’s existing service system. That model allows CBN to adopt AI without disrupting operational workflows that are already in place.
AI Rudder Indonesia Country Director Michael Ignetius Kauw said the company will continue supporting improvements in CBN’s customer service quality. He added that the company is committed to bringing the latest AI technology through ongoing innovation.
A broader push into integrated home services
CBN is positioning the partnership as part of a wider All-in-One Home Connected strategy. The concept brings together high-speed internet, digital entertainment, digital security, and AI-powered customer service in one package.
Also known as PT Cyberindo Aditama, CBN has operated for more than 30 years since 1996. The company is recognized as one of Indonesia’s early internet service providers and runs on high-speed fiber optic infrastructure.
Beyond individual and family customers, CBN also serves businesses of various sizes. It also holds recognition as a Google Gold Verified Peering Provider, reflecting strong standards in network performance, availability, and security.
AI Rudder, meanwhile, is an enterprise AI technology company based in Singapore. It develops conversational AI solutions for customer communication across voice and digital channels, and its technology is already used in multiple company communication scenarios across countries in Asia and Latin America.
CBN said it will continue to bring connectivity and technology solutions that support digital transformation and Indonesia’s economic growth.