Telkomsel leverages Google Cloud's AI to improve customer experience

• Strategic partnership to employ generative AI across company's platforms
• Enhance employee experience, customer interaction, network planning & development

Telkomsel, Indonesia's leading digital telco, has recently announced an innovative collaboration with Google Cloud, aiming to integrate enterprise-grade generative AI into its operations and core product offerings. Derrick Heng, Telkomsel's Chief Marketing Officer, said the company is committed to "delivering hyper-personalized and seamless digital customer experiences across its B2C, B2B, and B2B2C segments". 

The integration of Google Cloud's generative AI into Telkomsel’s platforms—MOANA, MyTelkomsel, myEnterprise, and MyAds—marks builds upon the existing partnership between Telkomsel and Google. "Telkomsel hopes to unlock more opportunities for accelerating Indonesia's economic and digital ecosystem growth through its integrations with Google Cloud’s advanced, secure-by-default, and private-by-design gen AI capabilities in 2024," continued Heng.

By leveraging Google Cloud's Vertex AI platform and foundation models, Telkomsel aims to elevate the employee experience through a gen AI-powered conversational agent within its MOANA app. This agent is designed to provide real-time assistance and guidance to over 6,000 employees, streamlining HR-related tasks and fostering a more productive work environment.

AI-powered search assistants

Telkomsel also intends to improve customer interactions across its digital platforms by integrating gen AI-powered search assistants within the MyTelkomsel and myEnterprise apps to create a more intuitive and personalized user experience. This initiative is expected to empower users with seamless access to information, significantly reducing the time spent navigating complex menus and enhancing overall customer satisfaction.

The collaboration extends to network planning and product development, where Telkomsel plans to utilize Google Cloud's AI to analyze data from cell towers and fiber optic systems. This is in order to quickly and easily identify locations with connectivity gaps for future network infrastructure expansion and design fixed mobile convergence offerings tailored for different customer segments, in the process strengthening digital inclusion across Indonesia. "Telkomsel is moving at impressive speed and scale to make enterprise-grade gen AI accessible and useful to its employees and customers," said Mark Micallef, Managing Director, Southeast Asia, Google Cloud. 

Telkomsel's collaboration with Google Cloud complements its existing collaborations with other Google product teams to enhance its IndiHome FMC offering with Android TV set top boxes, expand the reach of other offerings through personalized ads on Android TV, and increase the variety of digital lifestyle offerings available via MyTelkomsel. In July of last year, Erick Thohi, Indonesia's Minister of State Owned Enterprises, lauded the merger of Indihome with Telkomsel which could lead to an Indonesian aggregator that could compete with global companies such as Google and Meta.