Indosat & Google Cloud expand AI collaboration in Indonesia

Indosat Ooredoo Hutchison and Google Cloud have announced the expansion of their strategic alliance to enhance Indosat's transformation from a telecommunications company to an AI-driven technology enterprise. This collaboration aims to integrate Indosat’s extensive datasets with Google Cloud's advanced AI technology to deliver enhanced services to over 100 million Indosat customers and provide sophisticated AI solutions for businesses in Indonesia.

The expanded partnership will focus on several key areas to advance Indosat’s AI Native TechCo vision. These areas include customer service modernisation, dynamic content generation and hyperpersonalisation, geospatial analytics and predictive modeling, augmented network and IT operations, and back office transformation.

One of the primary objectives is to modernise customer service through Google Cloud’s Contact Center AI solutions. GenAI tools will assist call centre staff by providing live call transcription, recommended responses, real-time conversation analysis, and post-call sentiment analysis. “In addition, GenAI-powered conversational agents will be built and deployed to offer self-service options across Indosats digital touchpoints,” the press release stated. These agents are designed to handle complex inquiries and transactions around the clock.

Another focal point is dynamic content generation and hyperpersonalisation. AI agents with multimodal and multilingual capabilities will promote relevant offerings based on customer profiles and needs. These agents will work in tandem with customer relationship management and content management systems to identify high-value leads, generate rich content, and engage customers with personalised offers and messages.

The partnership will also utilise Google Cloud’s machine learning models for geospatial analytics and predictive modeling. The models will aid organisations across various industries in making data-driven decisions regarding site selection, asset management, and natural disaster mitigation. Indosat will leverage these tools to identify high-growth areas with limited network coverage, thus supporting strategic decisions to expand network capacity.

In terms of augmented network and IT operations, self-optimising systems powered by custom machine learning models will predict capital investment returns, reduce energy consumption, and enhance service reliability. For instance, “AI can dynamically adjust cell tower power levels during off-peak hours, assist field technicians in diagnosing faults, and reroute network traffic to avoid faulty components while repairs are underway,” the press release noted.

For back office transformation, GenAI-powered enterprise search applications will enable teams in HR, legal, procurement, and finance to instantly access information from vast amounts of unstructured data. This will improve decision-making and productivity by providing accurate and contextually relevant answers to natural language queries.

Vikram Sinha, President Director and Chief Executive Officer of Indosat Ooredoo Hutchison, stated, “As Indonesia steps into the digital era, we remain committed to Indosat’s larger purpose of empowering Indonesia by providing businesses and individuals with the essential tools and technologies needed for success. Our collaboration with Google Cloud is not just a pivotal milestone for Indosat but also a significant stride in our mission to transform into an AI Native TechCo. Together, we will harness the full potential of cloud and AI to drive innovation, create new opportunities, and propel Indonesia's digital economy forward.”

Karan Bajwa, Vice President for Asia Pacific at Google Cloud, commented, “Indosat’s early adoption of cloud-native architectures and an AI-ready data analytics platform exemplifies its forward-thinking approach. This strong foundation, established through our collaboration from 2021, is now enabling Indosat to pursue a wide range of high-value ML and GenAI use cases at scale, and we’re excited by the possibilities. These initiatives will not only demonstrate the transformative power of AI in telecommunications but also serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact.”

The collaboration is expected to explore joint go-to-market initiatives to empower Indonesia's digital ecosystem. These initiatives aim to provide micro, small, and medium enterprises, startups, enterprises, and public sector organisations with access to these advanced AI solutions alongside Google Cloud’s AI-optimised infrastructure.