Indonesian telecommunications company Telkomsel has announced a strategic partnership with Google Cloud to integrate generative artificial intelligence (gen AI) into its operations and core product offerings. This collaboration aims to transform employee and customer interactions, enhancing satisfaction and positioning Telkomsel for future business growth. Leveraging Google Cloud’s advanced and secure gen AI capabilities, Telkomsel is committed to delivering hyper-personalized and seamless digital customer experiences across its business-to-consumer (B2C), business-to-business (B2B), and business-to-business-to-consumer (B2B2C) segments.
Telkomsel, as Indonesia’s leading digital telecommunications service provider, is focused on unlocking opportunities for accelerating the country’s economic and digital ecosystem growth through integrations with Google Cloud’s gen AI capabilities. The partnership extends beyond gen AI to collaborations with Google Ads, Android, and YouTube.
With the support of Google Cloud partner PT Metrodata Electronics, Telkomsel is enhancing the employee experience using gen AI. The company has developed a gen AI-powered conversational agent integrated into its Mobile Office Application and Automation (MOANA) app, benefiting over 6,000 employees.
In addition to employee-centric applications, Telkomsel is leveraging gen AI for network planning, product development, and sales teams. A strategic initiative with Google Cloud involves building a gen AI-powered solution to analyze data from cell towers and fiber optic systems, providing recommendations in natural language. This solution aids in identifying locations with connectivity gaps for network infrastructure expansion and designing fixed mobile convergence (FMC) offerings for different customer segments.
Telkomsel is integrating enterprise databases with Vertex AI Search, utilizing Google Cloud BigQuery and Datastore. This integration, combined with gen AI, results in sophisticated search assistants for users of MyTelkomsel and myEnterprise apps, offering intuitive auto-completion and tailored search results.
As part of its collaboration with Google to enhance brand experiences via RCS Business Messaging (RBM), Telkomsel is building a gen AI-powered Content Management System on Google Cloud infrastructure. This system, integrated with Telkomsel MyAds, creates a unified advertising platform with dashboards for tracking, analyzing, and optimizing cross-channel marketing performance.
Mark Micallef, Managing Director, Southeast Asia, Google Cloud, commended Telkomsel’s speed and scale in making enterprise-grade gen AI accessible and useful to employees and customers. The collaboration aligns with Telkomsel’s existing partnerships with other Google product teams to enhance offerings, expand reach, and diversify digital lifestyle offerings.
Telkomsel, with over 28 years of existence, serves more than 158.3 million mobile customers and over 8.5 million fixed customers across Indonesia. The company has been at the forefront of deploying 4G and 5G mobile broadband networks, offering digital solutions in mobile gaming, digital entertainment, mobile financial services, and more. Telkomsel serves 97% of Indonesia’s population and accounts for 65% of the total broadband users in the country.
