Telkomsel is collaborating with Google Cloud to integrate enterprise-grade generative AI (GenAI) into its operations and core product offerings.
Announced at Mobile World Congress, the partnership aims to transform employee and customer interactions, enhance satisfaction and propel Telkomsel into its next phase of growth.
“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 GenAI capabilities in 2024, as well as its continued collaborations with Google Ads, Android, and YouTube,” said Derrick Heng, Chief Marketing Officer of Telkomsel.
The collaboration includes a partnership with PT Metrodata Electronics to elevate the employee experience using GenAI. Telkomsel has developed a GenAI-powered conversational agent integrated into its MOANA app for more than 6,000 employees. The agent streamlines HR-related tasks, offering instant support and on-demand guidance, thereby boosting productivity and employee satisfaction.
The Indonesia telco is also harnessing GenAI for network planning, product development and sales teams. A GenAI-powered solution is being built with Google Cloud to analyse data from cell towers and fibre optic systems. This solution will expedite the identification of connectivity gaps and inform future network infrastructure expansion, contributing to digital inclusion in Indonesia.
To enhance customer-centric products and services, Telkomsel is integrating enterprise databases with Vertex AI Search to develop sophisticated gen AI-powered search assistants for MyTelkomsel and myEnterprise apps. These assistants offer intuitive auto-completion and tailored search results to provide users with a more efficient experience.
The telco is addressing common subscriber challenges such as choosing the right plan and accessing timely support through a GenAI-powered search assistant in MyTelkomsel. The assistant, built in collaboration with Google Cloud partner Devoteam, transforms keyword-based searches into conversational exploration, offering users greater control and time savings.
“Telkomsel is moving at impressive speed and scale to make enterprise-grade GenAI accessible and useful to its employees and customers. It is driving productivity, personalisation, and top-line growth by enabling people to comprehend information and find solutions to problems in highly intuitive ways,” said Mark Micallef, Managing Director of Southeast Asia at Google Cloud.
Photo: Charanjeet Dhiman on Unsplash
Entelechy Asia 