Telkomsel is integrating generative AI (GenAI) to enhance internal operations and into primary products and services tailored for consumers and businesses.
The Indonesian telco aims to transform employee and customer interactions, enhance user satisfaction, and drive business growth.
Telkomsel's chief marketing officer, Derrick Heng, said the telco is enhancing internal operations to provide hyper-personalised digital customer experiences across B2C, B2B, and B2B2C segments.
Telkomsel is integrating Google Cloud’s generative AI capabilities in 2024, Heng added.
The telco has utilised Google Cloud’s Vertex AI platform and foundation models to build a GenAI-powered conversational agent.
It is taking support from PT Metrodata Electronics (Metrodata) - an Indonesia-based IT company and Google Cloud partner.
The agent is integrated into the company’s Mobile Office Application and Automation (MOANA) app, which is used by over 6,000 employees, it added.
The app helps employees complete HR tasks including requesting leave, accessing personal records, and reviewing payslips and is the source for company updates, policies, and resources.
Employees will get instant support and on-demand guidance for HR-related issues, helping workers understand complex policies and avoid waiting for HR assistance.
Telkomsel, along with Google Cloud, is building a GenAI-powered solution that analyses data from cell towers and fibre optic systems to deliver recommendations in natural language.
This solution will help identify locations with connectivity gaps for future network infrastructure expansion and design Fixed Mobile Convergence (FMC) offerings tailored to customer needs and segments.
Search assistants for customers
Telkomsel has integrated its enterprise databases in Google Cloud BigQuery and Datastore with Vertex AI Search to develop GenAI-powered search assistants for MyTelkomsel and myEnterprise apps.
The search assistants offer features including intuitive auto-completion, understanding natural language, and providing search results customised to individual usage patterns.
Developed with the support of the IT consulting group Devoteam, MyTelkomsel's search assistant enables users to search easily, enhances user control and saves time navigating the app.
The search assistant in myEnterprise helps Telkomsel’s B2B customers manage accounts and make informed decisions.
It is developed with assistance from Metrodata and helps choose optimal mobile plans for the workforce, identifies cost-saving prospects, provides comparisons of product offerings, and aids in resolving connectivity concerns.
Telcomsel said it is using Google Cloud infrastructure and Gemini models on Vertex AI to develop a GenAI-powered content management system for RCS Business Messaging (RBM) services.
This system, integrated with Telkomsel MyAds, enables corporate clients to replace traditional text-based SMS marketing with Rich Communication Services (RCS) conversations featuring text, image, audio, and video content, it added.
