Telkomsel partners with Google Cloud for gen AI integration

Announced at the Mobile World Congress 2024 (MWC), Indonesian digital telecommunications service provider Telkomsel is set to kick-start a strategic collaboration with Google Cloud. The core of this partnership is the integration of enterprise-grade generative AI (gen AI) into Telkomsel's operations and consumer and business product offerings. This aims to optimise employee and customer interactions, fostering satisfaction and setting the stage for the company's next expansion phase.

Telkomsel's Chief Marketing Officer, Derrick Heng, highlighted the company's commitment to bolster its internal operations and deliver highly personalised and seamless digital customer experiences across all its service segments. He expressed hopes that the integrations with Google Cloud's advanced-gen AI capabilities will open up new opportunities for accelerating Indonesia's economic and digital ecosystem growth in 2024.

Part of Telkomsel's gen AI integration plan focuses on enhancing employee experience. Telkomsel announced they had built a gen AI-powered conversational agent using Google Cloud's Vertex AI platform and foundation models. With technical support from PT Metrodata Electronics, a Google Cloud partner, the conversational agent, which provides instant support and guidance on HR matters, is set for integration into Telkomsel's Mobile Office Application and Automation (MOANA) app.

The MOANA app, used by over 6,000 employees, serves as the central hub for HR-related tasks and company updates and resources, and its integration with gen AI will help employees save time and boost productivity.

Another key area of the collaboration will be Telkomsel leveraging gen AI to transform its network operations. They are developing a gen AI-powered solution to analyse data from cell towers and fibre optic systems to present recommendations in natural language. This solution will identify locations with connectivity gaps for future network infrastructure development and offer tailored fixed mobile convergence offerings for different customer segments.

As part of its commitment to offering client-focused products and services, Telkomsel will integrate its enterprise databases, stored in Google Cloud's BigQuery and Datastore, with Vertex AI Search to build sophisticated gen AI-powered search assistants for its MyTelkomsel and myEnterprise app users. These will offer intuitive results personalised to individual usage patterns.

Moreover, Telkomsel is building a new-gen AI-powered content management system for RBM based on Google Cloud's infrastructure and Vertex AI's Gemini models. The aim is to replace traditional text-based SMS marketing with dynamic interactive conversations, incorporating various forms of content and integrating it with Telkomsel MyAds for a unified marketing analysis platform.

Google Cloud's Managing Director for Southeast Asia, Mark Micallef, remarked on Telkomsel's vigorous drive to make gen AI available to its employees and customers. He acknowledged that Telkomsel was effectively enhancing productivity, personalising experiences, and growing business by improving how people access information and solve problems. "We are excited to continue collaborating with Telkomsel to launch gen AI innovations for its customers and exploring more ways to apply the technology for real-world impact," he said.

Telkomsel's latest-gen AI partnership with Google Cloud augments their existing collaborations, which include the development of the IndiHome Fixed Mobile Convergence offering with Android TV set-top boxes, Android TV's personalised ads, and introducing a diversity of digital lifestyle offerings via the MyTelkomsel app.