About
Playworks is a gadget accessories retailer that brings global brands with strong quality and identity, and keeps up with trends. Founded in 2012 as part of the Bemindo group under PT Benteng Multi Indotama, Playworks now has more than 80 branches across Indonesia.
For Playworks, the customer experience does not stop at the cashier. It continues in every chat, from potential buyers who are new to Playworks to customers who need help after a purchase. The wider the Playworks market grows, the more customers need fast, accurate, and friendly service.
Challenge
Customer expectations today are very high. In a matter of minutes, curiosity can turn into disappointment, and then into a complaint.
| Situation | Impact |
|---|---|
| Chats were answered in the order they arrived | Late responses often caused new complaints |
| Complaints and orders came in at any time, mostly outside business hours | Customers had to wait until the next day to get an answer |
| Chats overflowed on double dates and paydays | Rotating team roles was only a temporary fix |
| Every product had a different SOP, and new staff needed training | Team capacity could not grow quickly |
Some customers complain about the wait even if they only wait a short time. That was a real challenge for us.
Solution
After research into several AI services in Indonesia, Playworks chose Halo AI because its technical team could accommodate specific prompt and service flow needs. This was important because Playworks needed an AI that not only answers questions, but also follows a different SOP for each product and case type.
Compared with the AI solution it used before, Halo AI offers more complex capabilities. With guidance from the Halo AI technical team, Playworks ran a more focused setup and implemented it on marketplaces and WhatsApp.
Now every incoming chat gets an immediate response from the AI. Customers do not need to wait until the customer service team is available, and the team gets help with high conversation volumes, including outside business hours and during promo periods.
Impact
Higher Customer Satisfaction
Before: Long wait times and inconsistent answers easily disappointed customers, and some even complained again.
After: Customers feel well served, so their satisfaction with Playworks' service goes up.
Service Continues Outside Business Hours
Before: Chats outside working hours were at risk of a late response.
After: Halo AI helps respond to customers at any time.
AI That Adapts to Business Needs
Before: AI setup took a lot of time to fit the business needs.
After: Halo AI's technical support helps adapt the prompts and service flows to Playworks.
For Playworks, Halo AI does not replace the team. It adds capacity that is ready to reply to every message, with no hiring or training process. This lets Playworks keep growing its market without slower responses.
