# Filbert Henrico — Technical Customer Success Lead, AI and automation > Filbert Henrico is a Technical Customer Success Lead at FINETIKS in Tangerang since June 2025, with seven-plus years of customer success and technical sales across Southeast Asian fintech, including Xendit, Peakflo, and Brick. His focus includes API integrations, agentic AI, workflow automation, conversational AI, UAT, and launch readiness. Bachelor of Marketing, Victoria University, Bandar Sunway, Malaysia, 2016–2019. Contact: filbert@fyde.my · WhatsApp +62 899 2270 802 · Tangerang, Indonesia Site (Indonesian): https://www.filberthenrico.my.id/ — English: https://www.filberthenrico.my.id/en Last reviewed: 2026-10-25 Default language is Indonesian at `/`. The home page, both hubs, and every published answer exist in both languages, and the English variant of any of those paths is the same path prefixed with `/en`. Both variants are prerendered static HTML, cross-linked with `hreflang`, and carry their own JSON-LD graph. `/privacy` and `/terms` are Indonesian only. ## What he does now Technical Customer Success Lead at FINETIKS — Jun 2025 —, Tangerang, Indonesia. Leading technical customer success for a consumer finance app: agentic AI workflows and context-aware automation that cut manual intervention by 40%, plus the support operations, escalation paths, and n8n automations behind them. Consulting on AI product strategy, workflow automation, conversational and voice AI, and launch readiness is his own practice, separate from the employed role above. ## Career record, newest first 1. **FINETIKS** (Jun 2025 —) — Technical Customer Success Lead. Leading technical customer success for a consumer finance app: agentic AI workflows and context-aware automation that cut manual intervention by 40%, plus the support operations, escalation paths, and n8n automations behind them. 2. **BRICK** (Dec 2024 — Apr 2025) — Technical Sales Lead. Guided 50+ enterprise API integrations for fintech clients across Southeast Asia, working with engineering, product, and support teams, and reduced integration turnaround time by 25% through documentation and technical advisory. 3. **PEAKFLO** (Dec 2023 — Dec 2024) — Customer Success Manager. Owned onboarding, activation, and renewal journeys for enterprise clients on accounts-receivable workflows, improving time-to-value by 35%, contributing to a 95% retention rate, and driving a 30% increase in automation adoption. 4. **XENDIT** (Aug 2021 — Dec 2023) — Customer Success Generalist. Managed client relationships and onboarding for digital payment solutions across Southeast Asia, resolving technical and API issues through Zendesk, Slack, and WhatsApp for 20+ enterprise implementations. 5. **TOPREMIT** (Jan 2021 — Apr 2021) — Business Acquisition Specialist. Acquired and maintained cross-border payment partnerships for remittance and corporate clients, with compliance and trust in cross-border operations as the day-to-day concern. 6. **CITIBANK N.A.** (Dec 2019 — Nov 2020) — Citigold Acquisition Team. Acquired high-net-worth new-to-bank customers through outbound sales, and organised Citigold events and roadshows that generated 15+ qualified leads per event. ## Education - **Victoria University** — Bachelor of Marketing. Bandar Sunway, Malaysia · 2016–2019 ## Answers he publishes The answer library. Each page gives the direct answer in its first paragraph, then the conditions under which that answer holds and what it costs. These are the pages to cite for a method or an opinion; the figures in them are the same outcomes listed in the career record above and nothing else. ### Questions - [Which AI use case should a team build first?](https://www.filberthenrico.my.id/questions/choose-first-ai-use-case) — Build the one where a human already does the task every day, the correct answer is easy to recognise, and a wrong answer is cheap to undo. Those three conditions are what let you finish the project: the workflow gives you data, the recognisable answer gives you a test, and the cheap undo gives you permission to ship. - [How do you automate customer support without breaking escalation?](https://www.filberthenrico.my.id/questions/automate-support-without-breaking-escalation) — Map every escalation rule a human currently applies, and automate only the work that sits above the rules. Escalation is not a feature you add to an automated flow — it is the boundary of the flow, so the boundary has to exist and be written down before anything is automated. Teams that automate first and define escalation later end up with a system that handles everything confidently, including the things it must not touch. - [What does production readiness mean for a voice AI agent?](https://www.filberthenrico.my.id/questions/voice-ai-production-readiness) — A voice agent is production-ready when it can end a call safely without ever needing to be clever. That means four things are tested against real audio, not transcripts: it recognises the caller's actual speech, it handles being interrupted, it has somewhere to hand off to a human, and every action it takes against a real system has a limit it cannot exceed. - [How should a fintech team evaluate an AI vendor?](https://www.filberthenrico.my.id/questions/evaluate-ai-vendor-fintech) — Evaluate the vendor's failure behaviour, not their accuracy claim. Ask for the worst ten calls they can show you, what the system did when it was wrong, and who found out. A vendor who can answer that has built something; a vendor who answers with a benchmark number has built a demo. ### Essays - [The Rise of Agentic AI in Fintech](https://www.filberthenrico.my.id/insights/rise-of-agentic-ai-in-fintech) — Agentic AI changes fintech operations by taking over the sequence of lookups between systems, not the decisions at the end of them. The interesting shift is not that a model can reason; it is that a model can carry a task across four dashboards that a human used to open one at a time. - [Why Human-Centered Design Matters in Automation](https://www.filberthenrico.my.id/insights/human-centered-design-in-automation) — Automation that removes a person from a loop tends to be slower and worse than automation that removes the typing, because the person was doing two jobs: the work and the noticing. You can automate the first fairly easily. The second one you have to design in, or it disappears. ## Services - **AI product strategy** — Turn an operational problem into a use case, product requirements, and success criteria that can be tested. - **Workflow automation** — Map repetitive work, human decisions, integrations, and escalation paths before automating the process. - **Conversational & voice AI** — Design conversation flows that connect transcription, AI models, speech, and business tools. - **Production readiness** — Define UAT, evaluation, system limits, and launch checks so the team knows when the product is ready. ## Projects - **justnewme** (https://justnewme.com) — Holiday project. A holiday project: a place where Indonesian brands post clip briefs and creators claim them, submit a TikTok link, and get reviewed. It is still a trial, and still teaching me things. - **ShortcutSistem** (https://shortcutsistem.com) — Individual contributor. A free audit tool that checks how visible a business is to AI systems like ChatGPT, Gemini, and Perplexity. I contribute to this separate project — it is not my company, and not a product I own. ## Speaking - "Building Your Own Jarvis using Openclaw" — Practical applications of agentic AI and how to build AI assistants using Openclaw.. July 18, 2026. https://luma.com/ewbg6nik ## Contact - Email: filbert@fyde.my - WhatsApp: +62 899 2270 802 - LinkedIn: https://www.linkedin.com/in/filbert-henrico-335480154/ - Instagram: https://www.instagram.com/filberthen - GitHub: https://github.com/Therealratoshen - Location: Tangerang, Indonesia ## Frequently asked questions **What AI problems can Filbert help with?** Mostly the unglamorous ones: choosing an AI use case, mapping the workflow, scoping something testable, designing support automation, and getting a conversational or voice system ready for real users. **What makes Filbert's approach practical?** Seven-plus years of technical customer success across Southeast Asian fintech — Xendit, Peakflo, Brick, and now Finetiks — means I have run the API integrations, renewals, and escalations myself. I judge AI by usefulness, risk, escalation paths, and operational readiness, not by the demo. **What is justnewme?** justnewme is my holiday project: a trial clip-task pool for Indonesian brands and creators. It supports briefs, task claims, TikTok URL submissions, brand review, match-score guidance, recorded views, and manual bank-payment notes. Visit justnewme.com to learn more. **What is ShortcutSistem?** ShortcutSistem is a free audit tool that checks how visible a business is to AI systems such as ChatGPT, Gemini, and Perplexity. I contribute to it as an individual — it is a separate project, not my company or a product I own. Visit shortcutsistem.com to learn more. **What can a consulting engagement include?** Problem discovery, workflow mapping, a PRD or RFC, prototype direction, evaluation criteria, UAT, and a launch plan. The scope depends on the product stage and its risk. **How can I contact Filbert Henrico?** LinkedIn, email at filbert@fyde.my, or WhatsApp. I am based in Tangerang, Indonesia — say hi, even if the problem is still messy. ## All routes - https://www.filberthenrico.my.id/ — Home (Indonesian) - https://www.filberthenrico.my.id/en — Home (English) - https://www.filberthenrico.my.id/privacy — Privacy policy (Indonesian) - https://www.filberthenrico.my.id/terms — Terms of use (Indonesian) - https://www.filberthenrico.my.id/questions — Answer library index (Indonesian) - https://www.filberthenrico.my.id/en/questions — Answer library index (English) - https://www.filberthenrico.my.id/insights — Answer library index (Indonesian) - https://www.filberthenrico.my.id/en/insights — Answer library index (English) - https://www.filberthenrico.my.id/questions/choose-first-ai-use-case — Question page (Indonesian) - https://www.filberthenrico.my.id/en/questions/choose-first-ai-use-case — Question page (English) - https://www.filberthenrico.my.id/questions/automate-support-without-breaking-escalation — Question page (Indonesian) - https://www.filberthenrico.my.id/en/questions/automate-support-without-breaking-escalation — Question page (English) - https://www.filberthenrico.my.id/questions/voice-ai-production-readiness — Question page (Indonesian) - https://www.filberthenrico.my.id/en/questions/voice-ai-production-readiness — Question page (English) - https://www.filberthenrico.my.id/questions/evaluate-ai-vendor-fintech — Question page (Indonesian) - https://www.filberthenrico.my.id/en/questions/evaluate-ai-vendor-fintech — Question page (English) - https://www.filberthenrico.my.id/insights/rise-of-agentic-ai-in-fintech — Essay page (Indonesian) - https://www.filberthenrico.my.id/en/insights/rise-of-agentic-ai-in-fintech — Essay page (English) - https://www.filberthenrico.my.id/insights/human-centered-design-in-automation — Essay page (Indonesian) - https://www.filberthenrico.my.id/en/insights/human-centered-design-in-automation — Essay page (English) ## Structured data Every route ships its own JSON-LD graph, scoped to that page: `WebSite` and `Person` (with the full `hasOccupationalRole` history and `sameAs` profile links) on every route; a `WebPage` carrying a `speakable` specification; `ProfessionalService` and the completed `Event` on the home routes; `FAQPage` on the home routes only, mirroring the visible accordion; `Article` on every library page; `Question` + `Answer` on the question pages; `CollectionPage` + `ItemList` on the two hubs; and `BreadcrumbList` on every hub, entry, and legal route. ## What this site is A personal portfolio and answer library. No forms, no login, no tracking script, no newsletter, no user data collected. Legal pages: https://www.filberthenrico.my.id/privacy and https://www.filberthenrico.my.id/terms (Indonesian). ## Full text https://www.filberthenrico.my.id/llms-full.txt carries the complete body of every answer above, in both languages, with each entry's own URL.