Together with Industry Players, bitbybit Discusses the Shift from "Mobile-First" to "AI-First" Trends at the AI Business Summit 2025
Operational data shows AI automation is now capable of handling up to 80% of customer inquiries, transforming the efficiency structure of retail business in Indonesia.
JAKARTA, November 24, 2025 – The fundamental shift in consumer and business interactions became the main focus of the "AI Business Summit 2025: Shaping The Future of AI-Driven Commerce" held at Ciputra World 2 Tower, Jakarta, on Tuesday (18/11). This event, organized by bitbybit, presented technical discussions regarding the adoption of Artificial Intelligence (AI) for operational efficiency.
The forum highlighted that the phase of commerce technology adoption has moved from the web era (2009) and mobile apps (2015) towards full AI integration in 2025. Guided by MC Cinthia Karani, the panel discussion featured bitbybit Founder William Tunggaldjaja, Meta Strategic Partner Eddyman Kharma, and Torch COO Ivan Kurniawan.
Automation and the Human Role In his keynote presentation, William Tunggaldjaja outlined operational data where current AI implementation is capable of handling up to 80% of inquiries (customer questions) from start to finish. This capability includes handling repetitive tasks such as checking order status and stock availability.
According to William, AI adoption is not intended to replace human positions, but rather to elevate the role of the workforce to functions that require a personal touch and creativity.
"AI is effective for repetitive work. However, humans have the advantage in issue escalation and creative problem-solving. This integration frees humans from robotic work to focus on work that requires empathy," said William.
"Power Message" Approach and No-Code Infrastructure The forum also introduced the technical concept of "Power Message". Unlike conventional passive chatbot systems, this model is designed to proactively initiate conversations with customers ("taking the initiative") without waiting for user input.
This technology is supported by the AI Studio infrastructure which allows businesses to build AI agents without writing code (no-code). This platform includes pre-built skillsets and testing (playground) that supports conversation scenarios in Indonesian as well as foreign languages.
Prasetyo Budi Utomo, Product Manager at bitbybit, demonstrated the application of this technology through a case study of nibbl.id.
"The AI Agent is capable of recording customer flavor preferences into the database as the interaction occurs. This data is then used for market segmentation, so that future marketing campaigns can be specifically targeted based on consumer taste profiles," explained Prasetyo.
Real Operational Efficiency Data The effectiveness of AI implementation was validated by internal data from local brand, Torch. Ivan Kurniawan revealed that within a period of less than three months of using the bitbybit system, the customer service team's workload was significantly reduced.
"As many as 44% of conversations are now handled entirely by AI. If humans can do that work manually, AI can accelerate it faster and more accurately," revealed Ivan.
bitbybit stated that this solution has been integrated with the e-commerce ecosystem, including Shopify and Xendit, to support business scalability in the Indonesian market. The event closed with a networking session where participants could visit interactive booths from SSDC (Shopify Expert Partner in Indonesia), KiriminAja (integrated shipping platform for MSMEs), Torch, and nibbl.