Kopi Kenangan runs HR for a blended workforce of 9,500+ people across 5+ markets, most of them baristas on the frontline. Questions about leave balances, benefits, and entitlements arrived 10 to 20 times a day. Answering them consumed 50 to 60 percent of the HR team’s bandwidth.
Darwinbox AI agents now handle most of those queries, and employees state what they need in English or Bahasa Indonesia. Local language proved critical to adoption: a barista asks the agent directly instead of routing the question through an HRBP or a colleague who speaks English. Query redressal for the HR team has fallen 50 to 60 percent.
The scale underneath it is substantial. Each year the platform processes 47,000 workflow transactions, 361,000 attendance registrations, and 22,000 leave requests, with data sanctity maintained through just-in-time correction. The HR team has moved from transactional work to designing the workflows that support expansion.
Hear the Group Chief People & Culture Officer explain the philosophy behind it: do not reduce headcount, use AI to enhance capacity, and let the same team manage a workforce twice the size.