Indosat Ooredoo Hutchison (IOH) has expanded its long-term strategic alliance with Google Cloud to create tailored artificial intelligence (AI) solutions to enhance business operations.
This collaboration will combine Indosat’s network, operational, and customer datasets with Google Cloud's unified AI stack to develop solutions for customer service modernisation, dynamic content generation, geospatial analytics and more.
IOH will use Google Cloud’s Contact Centre AI solutions to enhance their productivity and effectiveness.
These tools will provide live call transcription, recommended responses derived from knowledge bases, real-time conversation analysis; and post-call sentiment analysis, leading to faster and accurate resolution of customer queries, the telco said.
In addition, Gen AI-powered conversational agents will be built and deployed to offer self-service options across Indosat’s digital touchpoints.
IOH would leverage Creative AI agents from Google's enterprise Vertex AI platform, with multimodal and multilingual capabilities to promote relevant offerings based on a customer’s profile and specific needs.
When integrated with customer relationship management and content management systems, the solutions could assist marketers by identifying high-value leads and engage customers across channels.
The telco will further use Google Cloud’s custom machine learning (ML) models, trained on its own extensive operational datasets to identify areas with high growth potential but limited network coverage to expand network capacity, optimise asset management and maintenance based on real-time insights.
It will also AI-powered systems to improve augmented network such as reducing energy consumption, optimising asset utilisation, and predict returns from capital investments.
IT operations
IOH said it will explore Gen AI-powered agents to assist with code generation, completion, and troubleshooting to significantly increase IT teams' development and service deployment.
Gen AI-powered enterprise search applications will also assist IOH to increase productivity for HR, legal, procurement, and finance teams by providing quick access to relevant information.
In addition to these initiatives, the partners said they would also explore joint go-to-market initiatives to provide micro, small, and medium enterprises (MSME), startups, enterprises, and public sector organisations with access to new solutions, alongside Google Cloud’s AI-optimised infrastructure, unified data platform, and unified AI development platform.
