PT KAI implements digital transformation to integrate transport ecosystem

PT Kereta Api Indonesia (KAI) is undergoing an organizational transformation to adapt to the rapid development of Artificial Intelligence (AI) and digital technology. Independent Commissioner Endang Tirtana stated that the company is evolving from a traditional train operator into a provider of an integrated transportation ecosystem. This ecosystem aims to connect various modes including commuter lines, LRT, MRT, high-speed rail, logistics, and airport trains through digital services.

A key component of this shift is the ‘Access by KAI’ application, which recorded 17 million transactions for long-distance and local train tickets during the first half of 2026. Despite these technological advancements, Tirtana emphasized that human interaction remains the core of service quality, noting that technology should complement rather than replace the human element in customer service.

As of the first half of 2026, KAI reported a Customer Satisfaction Index of 4.53 out of 5, following more than 2.2 million customer interactions across various service channels.