Deflect the servicing load that Livin's growth creates and run OJK-compliant conversational collections, so Mandiri's digital economics improve with scale instead of degrading.
Bank Mandiri is Indonesia's largest bank by assets, majority state-owned, with the Livin' superapp as its flagship retail channel alongside the Kopra wholesale platform.
Public factLivin' by Mandiri has grown to tens of millions of registered users with transaction values in the thousands of trillions of rupiah — every cohort adds servicing volume.
Public factThe 14000 contact center and branch network still absorb high volumes of card, transfer-dispute, and account queries that the app cannot resolve end-to-end.
Reasoned inferenceConsumer lending and credit-card books require collections that comply with OJK conduct regulation on contact hours and practices.
Reasoned inferenceAs a state-linked bank, Mandiri will weigh data-residency and sovereign-cloud posture heavily in any AI platform decision.
Reasoned inferenceValidate with the account team before outreach: Cloud and data-residency policy for customer-facing AI at a state-linked bank · Incumbent CCaaS/IVR vendor and contract renewal timing for the 14000 center · Collections outsourcing mix and OJK audit findings, if any
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: Livin' proves genuine internal digital delivery, but Mandiri's build strength is app experiences on top of core banking — not speech infrastructure, agentic contact-center AI, or conduct-governed outbound at scale; it will buy industry workflows with deep integration support.
Why they won't build the full stack: A state-linked bank's engineering agenda is consumed by core modernization and superapp roadmaps; building voice AI, OJK conduct tooling, and evaluation infrastructure in-house has no strategic payoff versus partnering, and procurement governance favors accountable vendors.
State-linked bank investor communications consistently emphasize digital-channel transaction growth and efficiency ratios, implying servicing cost per Livin' user is a watched metric as cohorts scale.
GTM implication: Position deflection-with-actions as bending the cost-to-income curve as Livin' adoption compounds.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Livin' servicing deflection Identity-resolved, grounded answers with in-conversation actions for the top servicing intents. | App growth multiplies 'where is my transfer / card blocked' contacts that today land on 14000 agents. Friction today: IVR trees plus re-authentication; agents swivel across core banking and card systems. | In-appWhatsAppVoice | |||
Card and consumer-loan collections 100% early-bucket attempted contact within OJK windows, offers bounded by the approved matrix. | Early-bucket coverage protects consumer-book margins as unsecured lending grows. Friction today: Dialer capacity limits day-1 coverage; offer consistency depends on the collector. | WhatsAppVoice | |||
Livin' investasi & wealth outreach Qualified, consent-based conversations that book RM appointments for higher-value products. | Cross-sell into deposits and investment products is a strategic retail priority. Friction today: Outbound tele-sales capacity reaches a fraction of eligible customers. | WhatsAppVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Bank Mandiri's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Bank Mandiri: Multiple high-value workflows (servicing, collections, wealth outreach) across a single retail bank BU fit the Scale package; enterprise-wide governance can follow proof.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Livin' won the digital-adoption race; the next race is unit economics. An agentic layer makes every incremental Livin' user cheaper to serve, not more expensive.”
“Gemini Enterprise agents ground every answer in your core systems with role-based controls and full logging — deployable within the data-residency posture a state-linked bank requires.”
“Your 14000 center absorbs demand your app creates. In-conversation actions on the top ten intents take structural volume out, not just deflect it to callbacks.”
“Servicing friction is the leak in the superapp funnel. Resolve card blocks and transfer disputes inside the conversation and Livin' engagement compounds instead of churning.”
“OJK contact windows, approved offer matrices, and 100% conversation scoring are enforced in software — a stronger conduct evidence trail than sampled QA on human collectors.”
“Fixed implementation packages, consumption-based usage, and a pilot instrumented on cost-per-contact — you see the P&L effect before enterprise commitment.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
Indonesia's largest bank by assets with a flagship digital franchise (Livin') of tens of millions of users — massive contact volume, strong digital ambition, and budget authority to move.
Executive briefing with Livin' and contact-center leadership: quantify the top ten servicing intents and scope a deflection-plus-action pilot.
Entry: Livin' servicing deflection with in-conversation actions · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.