Give BNI an agentic service layer that absorbs wondr migration support, resolves transaction disputes in Bahasa Indonesia at state-bank audit standards, and serves diaspora and SME-export customers across time zones its Jakarta contact center cannot staff.
BNI is Indonesia's fourth-largest bank by assets, majority state-owned, and launched wondr by BNI in July 2024 as its flagship consumer app — reported at roughly 10.5M users by Q3 2025, with legacy BNI Mobile Banking features migrated into it during 2025.
Public factBNI operates the most international network of Indonesia's state banks — offices in Singapore, Tokyo, Seoul, Hong Kong, London, Amsterdam, and New York — and runs Xpora as its go-global platform for SME exporters and diaspora banking.
Public factA forced migration of tens of millions of accounts from one app to another generates a predictable surge of login, activation, and 'where did my feature go' contacts that a fixed-capacity contact center absorbs worst exactly when brand risk is highest.
Reasoned inferenceDiaspora customers (migrant workers, students, SME exporters) contact the bank across time zones and expect service outside Jakarta business hours — structurally expensive to roster with humans, structurally cheap for an agentic layer.
Reasoned inferenceAs a state-owned enterprise under the Danantara-era SOE structure, procurement favors auditable, partner-delivered platforms over speculative internal builds — and OJK consumer-protection rules (including complaint-handling SLAs) make 100% interaction logging a compliance asset.
Reasoned inferencehibank, BNI's SME-focused digital bank, could become a second deployment surface for the same platform once the flagship service layer is proven.
Seller hypothesis — validateValidate with the account team before outreach: wondr migration-support contact share and current backlog metrics · OJK posture on conversational AI in dispute intake and complaint handling · Whether BNI's digital division has an internal conversational-AI roadmap that Tilicho complements or collides with
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: BNI has a real digital organization — it shipped wondr and runs hibank — but its engineering capacity is fully committed to the app franchise itself. The pattern of Indonesian state banks is to procure platforms and integrate: conversational service infrastructure will be bought with a partner owning delivery, under SOE procurement governance.
Why they won't build the full stack: Every engineering sprint spent on contact-center plumbing is a sprint not spent on wondr features in a live migration race against Mandiri's Livin' and BCA. A hardened, auditable platform with partner-owned integration delivers the service layer this quarter without cannibalizing the app roadmap.
wondr by BNI reported at roughly 10.5M users by Q3 2025, with management positioning the app migration and digital transaction growth as the core of the consumer strategy.
GTM implication: Lead with migration-support economics: the board's flagship metric is wondr adoption, and service friction is the visible threat to it.
Profit growth has been modest (low single digits in early-2025 quarters), keeping cost discipline and fee-income quality prominent in investor communications.
GTM implication: Frame the platform as variable-cost service capacity that defends the digital franchise without adding fixed operating expense.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
wondr migration & app support Recognized users guided in-channel through activation and feature questions, with device and session context loaded before hello. | The wondr migration is the bank's most visible consumer bet; every unresolved activation issue is churn risk on a state-bank stage. Friction today: Login, activation, and feature-location questions queue into a generic hotline; agents re-authenticate and re-diagnose from scratch. | In-app chatWhatsAppVoice | |||
Transaction dispute & failed-transfer resolution Disputes filed conversationally, status grounded in payment rails, proactive stage updates — with complete audit trails per interaction. | 'Where is my money' is the dominant, trust-critical contact class for any bank at this scale — and OJK tracks complaint-resolution performance. Friction today: Dispute intake is form-based; status answers require back-office checks; customers call repeatedly for updates. | WhatsAppIn-app chatVoice | |||
Diaspora & Xpora SME servicing 24/7 service in Bahasa Indonesia and English grounded in remittance and account systems; complex trade cases routed to specialists with context. | International customers are BNI's structural differentiator among state banks; serving them well at Jakarta-hours cost is the unlock. Friction today: Remittance, account, and trade-document questions from seven time zones land on one Indonesian-hours contact center. | WhatsAppEmailVoice |
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 Negara Indonesia (BNI)'s measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Bank Negara Indonesia (BNI): App-migration support, dispute resolution, and diaspora/Xpora servicing across WhatsApp, in-app chat, and voice constitute multiple high-volume workflows from day one — a single-workflow pilot would under-serve the migration moment.
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.
“wondr is the franchise bet, and the state shareholder is watching the migration succeed. An agentic service layer is how ten million migrated users feel upgraded rather than abandoned — measurable, auditable, and visible in complaint statistics OJK reads.”
“One integration into the digital banking platform, payment rails, and case management powers migration support, disputes, and diaspora service — without adding scope to the wondr engineering roadmap itself.”
“Migration-surge volume stops being a rostering problem: the agent absorbs the spike elastically, and your people handle the judgment cases with full context instead of triaging login questions.”
“Every wondr activation issue resolved in-channel is a retained digital customer; every deflected 'where is my transfer' call funds the next feature sprint instead of the contact center.”
“OJK complaint-handling SLAs and UU PDP consent rules become enforced configuration — outreach windows, disclosure scripts, and 100% logged interactions, evidence-ready for supervision.”
“State-bank procurement wants auditable deliverables and variable cost, not headcount growth. Implementation packages plus usage pricing fit the SOE frame — and deflection economics are measured, not asserted.”
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.
Top-4 state bank mid-flight on a bet-the-franchise app migration — wondr by BNI passed 10M users within 15 months of launch — plus the most international branch network of any Indonesian bank; migration support, dispute service, and diaspora banking are communication surfaces a state bank will buy, not build.
Scope a wondr-migration service pilot with the digital banking team: baseline the migration-related contact classes for one quarter and deploy the agent on the top three.
Entry: wondr migration support & transaction dispute resolution · 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.