About
Halodoc is a digital health platform focused on making health products easier to access for people in Indonesia. Besides its app, Halodoc sells on several marketplaces through official stores that receive millions of customer chats every day.
Health products have a unique character: customers want to ask a question and get the right answer immediately. With such a high chat volume, every late reply risks a lost purchase. Halodoc looked for a way to respond faster without a continuous increase in the customer service team.
Challenge
Slow Responses, Lost Sales
An average response time of more than 30 minutes made customers leave the chat and cancel their purchase.
Up to 10x Spikes on Promo Days
On double dates and paydays, transactions jumped up to 10 times, and responses could take more than 1 hour.
Customer Service Costs Kept Rising
Halodoc tried to add customer service staff, but the cost was too high.
We saw a lot of potential transactions lost because of unanswered chats. So we looked for a way that did not cost too much, but had a big impact.
Solution
Halodoc needed a solution that was not only fast, but could also answer naturally and reach customers across channels. Halo AI serves customers who want to shop through WhatsApp, and it also connects through APIs to the marketplaces where Halodoc sells. When the customer service team's SOPs are translated into the AI, there is almost no difference between human and AI answers. This is one of the reasons Halodoc chose Halo AI.
With Halo AI's Agentic AI, Halodoc automates customer chats based on its own product catalog, from indications and contraindications to side effects. The AI recommends products and sends links that go directly to the product page for checkout. For complaints, the AI makes sure the customer feels heard, then forwards the case to a Halodoc PIC to resolve.
The Halo AI team guided the whole process, from writing prompts based on the SOPs and integrating the marketplace APIs to go-live. The team even followed up on pending items proactively every day, and kept its support after go-live when issues came up.
Impact
| Metric | Before Halo AI | After Halo AI |
|---|---|---|
| Response time | 30 minutes - 1 hour | < 1 minute 30x+ faster |
| Service availability | Business hours only | 24/7 |
| Customer service team | 6 people | 1 person, supported by Halo AI |
| Service channels | Official stores on marketplaces | Omnichannel, integrated through APIs |
| Product recommendations | Depended on CS speed | AI knowledge base |
For Halodoc, Halo AI is more than a way to reply to chats faster. Every on-time response protects a sales opportunity. Product recommendations with a direct link to checkout also shorten the customer's shopping journey, while operating costs stay low.
