Telkomsel integrating gen AI into operations with Google Cloud

Telkomsel integrating gen AI into operations with Google Cloud

Telkomsel has signed an agreement with Google Cloud to integrate enterprise-grade generative AI (gen AI) into its operations and core product offerings for consumers and businesses.

The agreement was signed at Mobile World Congress 2024 (MWC), and aims to facilitate interactions between employees and customers to improve satisfaction and drive business growth.

Derrick Heng, Chief Marketing Officer, Telkomsel, said: “To deliver innovative connectivity solutions and services that empower Indonesians, Telkomsel…is committed to enhancing its internal operations and delivering hyper-personalized and seamless digital customer experiences across its B2C, B2B, and B2B2C segments.”

With support from Google Cloud partner Metrodata, Telkomsel is using gen AI to improve its employee experience by integrating a gen AI-powered conversational agent into its employee hub app, MOANA (Mobile Office Application and Automation). The hub uses Google Cloud’s Vertex AI platform and foundation models, and provides support, administrative services and resources.

Telkomsel is also launching a strategic initiative with Google Cloud to build a gen AI-powered solution that analyses data from cell towers and fibre optic systems and provides easy-to-follow recommendations. This solution can then be used to identify locations with connectivity gaps more quickly and easily for future network infrastructure expansion, and design fixed mobile convergence (FMC) offerings tailored for different customer segments. 

To boost its customer-centric product offering, Telkomsel is integrating its enterprise databases with Vertex AI Search to create AI-powered search assistants for users of its MyTelkomsel and myEnterprise apps. For its corporate clients, the search assistant on myEnterprise turns a centralized knowledge hub into an intelligent helpdesk, enabling B2B customers to proactively manage their accounts and make faster decisions.

Mark Micallef, Managing Director for Southeast Asia at Google Cloud, said: “Telkomsel is moving at impressive speed and scale to make enterprise-grade gen AI accessible and useful to its employees and customers. It is driving productivity, personalization, and top-line growth by enabling people to comprehend information and find solutions to problems in highly intuitive ways.”


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