Speakly AI Wins Landmark AI-Powered Contact Center Transformation Project with One of Southeast Asia’s Largest Retail Banks
[Jakarta, Indonesia — May 5, 2026]
Speakly AI today announced that, in partnership with Huawei, it has secured a major AI transformation project with one of Southeast Asia’s largest retail banks. The project delivers a fully end-to-end, AI-powered omnichannel contact center solution, marking a significant step toward next-generation, intelligence-driven customer engagement and service operations.
This initiative represents a key milestone in the bank’s digital transformation journey, embedding advanced large language model (LLM) capabilities into mission-critical customer service functions. The new platform brings together voice and digital interactions across more than 10 customer communication channels—including messaging platforms such as WhatsApp, web chat, and in-app messaging, as well as social media channels like Instagram, TikTok, YouTube, LinkedIn, Facebook, and X—into a unified, intelligent platform. This enables customer service teams to deliver seamless, consistent, and scalable experiences across every touchpoint.
Accelerating Intelligent Transformation in Contact Center Operations
With a rapidly expanding customer base and increasingly fragmented communication channels, banks in Indonesia face growing challenges in maintaining consistent service quality and operational efficiency across multiple touchpoints.
Against this backdrop, the joint solution from Speakly AI and Huawei has demonstrated strong performance in large-scale retail banking environments, particularly in areas such as operational efficiency, service consistency, and system scalability.
LLM-Powered Omnichannel Conversation Intelligence Platform
Built on Huawei computing infrastructure, Speakly AI delivers domain-specific LLM-powered applications that integrate seamlessly into the bank’s existing systems. The solution combines enterprise-grade AI architecture with real-time intelligence to support customer service agents across both voice and digital channels.
Key capabilities include:
–AI Copilot for Customer Service Agents:
Real-time AI assistance provides contextual guidance and recommended actions during live interactions, improving handling efficiency, response accuracy, and service consistency, while enhancing first-contact resolution rates.
The platform automatically analyzes 100% of customer interactions, replacing manual sampling with full-population QA. This enables continuous compliance monitoring, operational optimization, and actionable service insights at scale.
Proven Business Impact
Speakly AI is among the early pioneers in applying LLMs to enterprise-grade customer service operations. The company has served more than 50 leading financial institutions, processing over 100 million conversations daily, and has accumulated deep domain expertise in translating AI capabilities into measurable business outcomes.
In collaboration with Huawei computing infrastructure, Speakly AI has validated the solution across multiple large-scale banking deployments, delivering significant performance improvements, including:
- 20% reduction in average handling time (AHT)
- 5–10x improvement in quality assurance efficiency through full automation
- Up to 20x productivity gain compared to manual QA processes
- Improved service consistency and reduced customer complaint rates
“This project marks a significant milestone in the evolution of AI and automation for next-generation contact center operations,” said the Co-Founder of Speakly AI, Jeff Jie. “It reflects the accelerating adoption of LLM-powered technologies across Southeast Asia’s financial services sector, driving improvements in efficiency, consistency, and customer experience at scale.”
Empowered by Huawei’s RongHai Programs Crucially, to turn this industry vision into reality, this landmark deployment showcases the synergistic power of Huawei’s “RongHai Programs” . Through this strategic framework, Speakly AI and Huawei have forged a deeply integrated, full-stack joint solution. By optimizing Speakly AI’s advanced conversational intelligence natively on Huawei’s highly reliable computing infrastructure, the partnership ensures seamless integration into the bank’s mission-critical systems. This architectural synergy allows Speakly AI to deliver its complex, domain-specific AI capabilities with uncompromising stability, security, and performance, ultimately maximizing business value for the customer.
By working closely with Huawei and local implementation partners under this ecosystem framework, Speakly AI is successfully bringing its omnichannel intelligence capabilities into real-world banking workflows, ensuring solutions are deeply aligned with operational requirements and regulatory standards in local markets. The company is also rapidly expanding its presence across key regions, including Singapore, Thailand, Philippines, Brazil, and the Middle East.
Going forward, Speakly AI will continue to collaborate with Huawei’s ecosystem network to support financial institutions in Indonesia with practical, high-impact AI applications that deliver measurable business outcomes.