- Telkomsel and Microsoft are collaborating to improve customers' digital lifestyle experiences by integrating Microsoft Azure AI into Telkomsel's customer and business platforms.
- Through this partnership, Telkomsel and Microsoft will introduce an artificial intelligence (AI) training program for Telkomsel employees, implement Azure AI services, including Azure OpenAI Service, on various Telkomsel service platforms, and leverage AI to improve network Enhance Telkomsel network availability by detecting and responding to problems. quickly and efficiently.
- These collaborative efforts are in line with Telkomsel's commitment to becoming the region's leading digital communications service provider by continuously delivering innovative solutions to its customers using cutting-edge technology .
Jakarta, February 28, 2024 – Telkomsel expands its strategic partnership with Microsoft to improve the digital lifestyle experience of its customers by strengthening the integration of Azure AI into Telkomsel’s customer and business platforms and improving network availability. The strategic partnership was formalized through the signing of the agreement on February 27, 2024 at Fira Gran Via on the sidelines of Mobile World Congress 2024 in Barcelona, Spain. These joint efforts are in line with Telkomsel's commitment to becoming the region's leading digital communications service provider by continuously offering innovative solutions to its customers through the use of the latest technology.
derrick hen, Telkomsel Marketing Director “Our expanded collaboration with Microsoft will enable us to enhance our AI capabilities across the range of services we offer, enabling us to deliver smarter, more efficient, and more innovative services to all of our customers. We look forward to working with Microsoft to explore new opportunities.” This allows us to provide the best experience for our customers to enjoy various digital activities in their daily lives. ”
Won Seung Nam, Director of Planning and Transformation at Telkomsel Additionally, “Telkomsel's collaborative efforts demonstrate the company's firm commitment to staying at the forefront of innovation. Telkomsel continues to integrate emerging technologies, such as Microsoft Azure AI, into its operations. , we aim to meet the dynamic needs of our customers in a rapidly changing digital environment.” This strategic initiative not only ensures that Telkomsel remains competitive, but also underlines the company's dedication to providing excellent service and creating added value for customers. . ”
Bharat Arva, Director of Information Technology at Telkomsel“As Indonesia's leading digital communications service provider, Telkomsel remains dedicated to providing a cutting-edge experience to all Indonesians. Telkomsel is constantly pushing the boundaries of technological advancement and leveraging AI capabilities. Telkomsel is committed to delivering a better experience with cutting-edge technology. Telkomsel is committed to delivering a better experience with cutting-edge technology, particularly through the use of Microsoft Azure AI, to improve the company's ability to address future business challenges and needs. We believe this will open up opportunities for collaborations that will have a huge impact.”
Dharma Simoran Kil, Microsoft Indonesia President “A new era of AI will empower every individual and every organization to create social impact and maximize economic growth more inclusively. For example, by reducing time to innovation and improving customer experience. We look forward to expanding our collaboration with Telkomsel and developing further AI opportunities for Indonesia.”
For example, through this partnership, Telkomsel and Microsoft will introduce AI training programs for Telkomsel employees, including training in AI for Sustainability and AI for Startups. These AI-enabled training programs aim to provide Telkomsel employees with a solid foundation to effectively understand and implement AI technologies and positively contribute not only to business purposes but also to society and the environment. That's what I mean.
Following this, Telkomsel will implement more Azure AI services, including Azure OpenAI Service, across Telkomsel's various customer and business platforms, providing more innovative solutions and better personalization for customers. I'm also planning on doing that. Generative AI opens up a variety of creative opportunities to create new services that significantly improve the digital customer experience.
Additionally, AI-powered network transformation efforts will enable Telkomsel to detect and respond to network issues faster and more efficiently. This not only improves the quality of service provided to customers, but also enables Telkomsel to remain a leader in the telecommunications industry with a reliable and responsive network that meets evolving needs. .
To date, Telkomsel's collaboration with Microsoft has had a significant impact by integrating Microsoft Azure OpenAI Service into Telkomsel's customer services. One tangible impact of this collaboration is the enhancement of Telkomsel's customer service channel through its virtual assistant, Veronika. Veronika not only impresses her Telkomsel customers through natural, personalized responses, but also helps customers care for her so that her agents can allocate more time to customers who need deeper and more complex support. We support. The integration of AI technology allows Veronica to provide faster and more accurate solutions, increasing operational efficiency and overall customer satisfaction.
With the integration of Azure OpenAI Service, which enables Veronika to deliver faster and more accurate solutions, Telkomsel has dramatically increased customer self-service interactions from 19 percent to 45 percent. This was driven by a 140 percent increase in average messages per user, especially for digital. Lifestyle products. This allows customer care agents to spend more time with the customers who need it most. Read more about Veronika's enhancements to process up to 5 million transactions per month at this link.
