“(Pengembangan AI virtual assistant) merupakan hal yang penting juga buat kami,” ujar Regional Operations and Business Division Head PT TASPEN (Persero), Hisnil Fazri, kumparan reported on November 13.
PT TASPEN plans to implement artificial intelligence across all of its social media channels by 2027 to speed up participant responses. The company intends to deploy the virtual assistant on WhatsApp, Instagram, Twitter, TikTok, Facebook, and Threads, moving away from traditional branch office queue numbers to direct question sequencing.
TASPEN Plans 24 Hour Responsive Services by 2027
Fazri spoke during the TASPEN Communication Strategy Meeting 2026 at Padma Hotel Bandung on Friday, November 13. He explained that the state-owned enterprise must adapt because the demographic interacting with pension rights includes many millennials supporting their families alongside older adults.
“Jadi harapannya di 2027 tentunya layanan kami tadi yang nonstop 24 jam, jauh lebih responsif. Kalau selama ini kan berdasarkan nomor antrean, (dengan AI virtual assistant) bukan lagi berdasarkan antrean di kantor cabang, tapi langsung dari urutan pertanyaan,” said Fazri.
AI Virtual Assistant Detects Participant Emotions for Personalized Service
The upcoming AI system will integrate directly with TASPEN’s core database to deliver personalized service to participants.
“Kami juga akan melatih AI virtual assistant untuk dapat mengidentifikasi peserta secara emosional. Jadi kalau peserta kondisinya lagi kurang baik, misalkan emosinya lagi tinggi, AI itu bisa mendeteksi. Nah ini yang kami namakan personalisasi layanan,” said Fazri.
Andal by TASPEN Authentication Features
Ahead of the AI rollout, the company continues to utilize its mobile platform for monthly pension verification. Information Technology Division Head PT TASPEN, Sidra Muntahari, demonstrated the authentication process on the Andal by TASPEN application during the meeting.
“Kalau itu peserta pensiun, setelah (swafoto) tadi ada enroll maka setiap bulan harus autentikasi untuk membuka blokir login pensiun Bapak-Ibu. Ini juga menggunakan sertifikasi PKI yang sudah standar dari BNSP,” said Muntahari.
Participants must complete the authentication routine every month before the 15th to ensure timely benefit disbursement. Users who reach their Retirement Age Limit and lack biometric records can register by selecting the “Daftar” option on the application, scanning their ID card, and completing a selfie verification.
Common Questions About Pension Authentication
How often must retirees complete authentication on the application?
Retirees must complete the authentication process every month before the 15th date to prevent their login from being blocked, as detailed by Muntahari.
What security standards does the application use for verification?
The platform utilizes PKI certification that meets standards established by BNSP, according to information presented by Muntahari.
Which social media platforms will receive the AI assistant?
TASPEN plans to deploy the virtual assistant across WhatsApp, Instagram, Twitter, TikTok, Facebook, and Threads by 2027, Fazri stated.