AI, automation lift GoTo's customer satisfaction as group posts first adjusted pre-tax profit

GoTo Group has credited artificial intelligence (AI) and automation for driving a six-point surge in customer satisfaction, as the company reported its first-ever quarterly adjusted pre-tax profit and raised full-year guidance on the back of strong marketing execution and ecosystem synergy.

The Indonesia-based digital powerhouse said the deployment of its new large language model (LLM) and shared AI platform has enhanced user interactions, reducing response times and speeding up resolutions across its consumer services. The same technology has also been integrated into collections operations, outperforming third-party tools while lowering costs.

“GoTo Group continues to deliver growth while improving profitability as we advance toward our vision of becoming a world class technology platform used by all Indonesians. In the third quarter, we reached another milestone, generating an adjusted pre-tax profit for the first time, amounting to IDR 62 billion (US$3.7 million),” GoTo CEO Patrick Walujo said.

He added, “Our focus remains clear - to deliver consistent, delightful, and cost-effective products for consumers while maximising income for driver-partners and merchants.”

Don't miss: Indosat, GoTo launch Indonesia's 70b-parameter AI model in local languages

The company’s enhanced automation capabilities have also strengthened marketing efficiency - powering targeted promotions, improved product mix, and stronger ad revenue performance. Advertising income contributed to a 10% year-on-year net revenue increase in its on-demand services segment, reaching IDR 3.2 trillion (US$192 million).

Group adjusted EBITDA climbed 239% year-on-year to IDR 516 billion (US$31 million), while adjusted free cash flow reached IDR 247 billion (US$15 million). The group’s core gross transaction value (GTV) rose 43% to IDR 102.8 trillion (US$6 billion), with annual transacting users in Indonesia up 33% to 61.1 million - nearly 30% of the country’s adult population.

“Our third-quarter results reflect continued progress in efficiency and financial discipline across the business. We achieved another record for group adjusted EBITDA and generated positive adjusted free cash flow, supported by revenue growth and disciplined cost management,” GoTo CFO Simon Ho said.

AI drives engagement and marketing precision

GoTo said its next-generation LLM, which entered training this quarter, delivered higher efficiency with fewer GPUs while outperforming its previous 70-billion-parameter version. The rollout of a shared internal AI platform now gives teams access to standardised GPU resources and reusable models - a move expected to accelerate development and reduce operational costs.

These advancements have helped refine customer journeys and marketing automation, contributing to the rise in satisfaction levels. The company also reported stronger performance in its delivery segment, where merchant-funded promotions rose 71% year-on-year, while advertising revenue reached 2% of food GMV.

On-demand services recorded an adjusted EBITDA of IDR 336 billion (US$20 million), up 115% year-on-year, marking the fifth consecutive quarter of improvement.

The company’s eCommerce arm, Tokopedia, also reported a service fee of IDR 211 billion (US$13 million) during the quarter.

Ecosystem synergy and ESG momentum

GoTo said it remains committed to accelerating growth sustainably, building differentiated products for both affluent and mass-market segments, and leveraging ecosystem synergies to create economies of scale.

The company also reported notable progress in its sustainability and inclusion efforts, improving its S&P Global Corporate Sustainability Assessment score by six points and maintaining an MSCI ESG “A” rating.

As of 30 September 2025, GoTo held IDR 18 trillion (US$1.1 billion) in cash, cash equivalents and short-term deposits, providing ample runway for continued innovation.

With full-year adjusted EBITDA guidance now raised to between IDR 1.8 trillion (US$108 million) and IDR 1.9 trillion (US$114 million), GoTo’s turnaround appears to be gaining pace.

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