Erajaya: Enhancing customer interactions with gen AI
Digital transformation with AI to serve an evolving market
Implements NLP capabilities in its chatbot to perform simple transactions efficiently
Improves search experience with semantic search capabilities
Improves customer experience productivity and satisfaction with automation
By leveraging AI-driven personalization and customer service, Erajaya aims to elevate the customer experience, while also expanding its market presence and reinforcing its commitment to sustainability.
By leveraging AI-driven personalization and customer service, Erajaya aims to elevate the customer experience, while also expanding its market presence and reinforcing its commitment to sustainability.
The new way to build a bank with gen AI
Erajaya has long been recognized as the largest lifestyle smart retailer in Indonesia. However, as consumer demands evolved, the company faced challenges in delivering personalized product recommendations and services while keeping up with increasing customer requests.
To stay competitive in the fast-changing market, Erajaya embarked on a digital transformation journey, focusing on implementing generative AI solutions to drive personalization, boost customer engagement, and enhance operational efficiency.
As part of its regional expansion strategy, Erajaya selected Google Cloud for its scalability and seamless AI integration capabilities. Beyond cutting-edge technology, Google Cloud provides ongoing employee training and performance monitoring, ensuring sustained success for the company.
Why Google Cloud?
Our collaboration with Devoteam and Google Cloud has empowered us to overcome our challenges and embrace digital transformation. The insights we've gained through data integration have revolutionized our marketing strategies and operational efficiency.
Rhapsody Budiono
Head of Technology, Erajaya
Erajaya integrated a gen AI chatbot with natural language processing (NLP) capabilities to its website with Dialogflow. The tool helped customers perform simple transactions quickly and accurately. To improve product discovery, it leveraged Vertex AI to implement semantic search so customers could generate more relevant results using keyword searches. Over time, the platform refined its NLP capabilities, improving its chatbot and search functionalities and saw an uptick in customer interactions.
"Our collaboration with Devoteam and Google Cloud has empowered us to overcome our challenges and embrace digital transformation. The insights we've gained through data integration have revolutionized our marketing strategies and operational efficiency," says Rhapsody Budiono, Head of Technology at Erajaya.
Beyond personalizing product recommendations and enhancing search capabilities, the ability to automate customer service tasks also resulted in better efficiency in its daily operations.
Founded in 1996 and headquartered in Jakarta, Erajaya is the largest lifestyle smart retailer in Indonesia with a broad portfolio of brands, including Eraspace, Ibox, JD Sports, and more, as well as a diverse product lineup spanning smartphones, laptops, and accessories.
Industry: Technology
Location: Indonesia
Products: Vertex AI, Dialogflow
About Google Cloud partner- Devoteam
Devoteam provides Google Cloud training, consulting, and managed services to help companies and teams solve their most complicated business challenges. The business has 2,300+ customers across 20+ countries.
