Telkomsel, the foremost digital telco in Indonesia, has unveiled a groundbreaking partnership with Google Cloud. This collaboration aims to incorporate enterprise-level generative AI into its operations and fundamental 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 incorporation of Google Cloud's generative AI into Telkomsel’s platforms MOANA, MyTelkomsel, myEnterprise, and MyAds signifies an expansion of the current collaboration 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.
Utilizing Google Cloud's Vertex AI platform and foundational models, Telkomsel aims to enhance the employee experience by integrating a generative AI-powered conversational agent into its MOANA app. This agent is tailored to offer immediate assistance and guidance to more than 6,000 employees, streamlining HR-related activities and cultivating a more efficient work atmosphere.
Telkomsel plans to enhance customer interactions on its digital platforms by integrating generative AI-powered search assistants into the MyTelkomsel and myEnterprise apps. This integration aims to deliver a more intuitive and personalized user experience, empowering users with seamless access to information. It is anticipated to substantially reduce the time spent navigating complex menus and ultimately enhance overall customer satisfaction.
The partnership extends to network planning and product development, with Telkomsel intending to harness Google Cloud's AI capabilities to analyze data from cell towers and fiber optic systems. This aims to swiftly pinpoint locations with connectivity gaps for future network infrastructure expansion. Additionally, it aims to design fixed mobile convergence offerings customized for various customer segments, thereby bolstering digital inclusion throughout 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 partnership with Google Cloud supplements its ongoing collaborations with other Google product teams. These collaborations aim to enrich its IndiHome FMC offering by integrating Android TV set-top boxes, broadening the reach of other services through personalized ads on Android TV, and diversifying the range of digital lifestyle offerings accessible via MyTelkomsel. In July of the preceding year, Erick Thohir, Indonesia's Minister of State Owned Enterprises, praised the integration of Indihome with Telkomsel, envisioning an Indonesian aggregator capable of competing with global giants like Google and Meta.