All Servia Features
Complete, modular, ready to use. Enable what you need — without unnecessary complexity.
Queue Management
- 10 routing algorithms — FIFO, priority, skill-based, VIP, geographic, ML-optimized, round-robin, least-busy, deadline-aware, fairness
- Sub-millisecond Go engine for ticket state
- Append-only event sourcing on ticket_events
- Hold / transfer / recall / escalate one click
- Auto dead-letter queue for failed transitions
- Adaptive admission control
- Multi-counter per location with mixed types (standard, VIP, virtual, kiosk-only, drive-thru)
- Integrated appointment scheduling
- Unified walk-in + appointment flow
- Configurable pre-call cushion
Customer Experience
- Customer mobile app (iOS + Android)
- Android kiosks: tablet basic, touchscreen mid, premium, outdoor IP65, wall-mount mini, accessibility
- Digital signage (32" – 75"+, 2×2/3×3 video walls, outdoor LED, e-paper)
- Push, email, SMS, WhatsApp utility/marketing/service, voice IVR notifications
- QR code for anonymous queue
- Built-in ID/EN multi-language
- Web push & PWA
- Proactive WhatsApp template notifications
- Accessibility mode (wheelchair, audio, braille)
- Andon displays: 7" ticker, 4-digit LED, 10" mounted tablets
Officer Operations
- Mobile + desktop officer terminal
- Automatic shift schedule and rotation
- ML-based performance scoring
- Hold, transfer, recall, escalate, no-show — every action audit-logged
- Break and attendance management
- Real-time supervisor dashboard
- Multi-counter bulk action
- Multi-skill matching
- Workload balancer
- Built-in tablet officer terminal
Analytics & ML
- Estimated Wait Time (EWT) — ±15% accuracy
- Daily / weekly demand forecast
- Anomaly detection (abnormal peaks)
- Churn / abandonment prediction
- Officer performance scoring
- Custom model training runs (per project)
- A/B test setup + monitor
- Shadow deployment
- Rollback to any previous model version
- AI Forecast Pro (custom horizon)
Multi-Tenant & Security
- TenantScope on every query (auto-filtered)
- Cross-tenant access throws TenantScopeViolationException
- Pool tenancy (Phase 1–3) or silo DB (Enterprise)
- Immutable audit log
- Built-in PII redactor
- RBAC + JWT auth
- Tenant resolution by subdomain or header
- White-label + custom domain
- Audit Export Pack for compliance
- Geo-redundancy (Enterprise)
Integrations
- REST API v1 + OpenAPI spec
- Outgoing webhooks + replay & filter
- Connectors: BPJS VClaim/Jasa, Dukcapil NIK/KK, OSS-BKPM, e-PAD
- CRM: Salesforce, HubSpot, generic mapper
- ERP: SAP S/4HANA, Oracle ERP, MS Dynamics
- Compliance: AML/Sanctions, Worldcheck/Refinitiv
- Aviation: IATA AODB, FlightRadar24
- Education: SIAKAD, Moodle LMS
- Comms: Twilio, Mailchimp/Mailgun/SendGrid passthrough
- Custom connector builds available