How Telkomsel uses AI

Telkomsel, Indonesia's largest mobile operator, built an autonomous network capability under its Hyper AI program that lets the network self automate without an engineer identifying the problem first. Two Telkomsel network executives said the system finds customers whose experience has degraded before those customers complain, so the operator can act proactively. At two high traffic national events the operator named as examples, Christmas and New Year 2023 and Ramadan and Eid, the autonomous network handled thousands of tasks that used to be done manually (a 60% and a 90% drop in manual task volume at each event), resolved them several times faster, and the operator reported fewer customer complaints at both events (down 28% and 22% respectively). Telkomsel did not publish the total task or complaint volumes the percentages are measured against.

No outcome disclosed.

Telkomsel and ZTE deployed a Self-Adaptive Feedback solution, part of Telkomsel's Hyper AI autonomous network approach, on more than 90 4G sites in Makassar and Kendari, serving more than 300,000 customers. An AI and machine learning based feature automatically switches base stations to a low power mode when traffic is low, alongside automatic tuning of speed and power parameters for heavy applications such as video streaming and gaming. Telkomsel's network director said the solution also improves the customer experience and plans to extend it across the whole Telkomsel-ZTE network.

• Energy savings: about 15%, at the Makassar and Kendari sites, since deployment

  "Efisiensi daya meningkat sekitar 15%, sementara konsumsi energi berkurang sebesar 8%, mendukung penghematan biaya operasional."

  Claimed by: organization
• Cost reduction: 8%, at the Makassar and Kendari sites, since deployment

  "Efisiensi daya meningkat sekitar 15%, sementara konsumsi energi berkurang sebesar 8%, mendukung penghematan biaya operasional."

  Claimed by: organization

Telkomsel, with more than 159 million mobile subscribers, rebuilt its Veronika virtual assistant on Azure OpenAI to handle routine customer questions in Bahasa Indonesia with the local accents and expressions its first chatbot could not follow, so that human agents could focus on complex issues. Telkomsel's chief information officer says the architecture can handle up to 5 million transactions a month. Telkomsel's chief marketing officer says customer self service interactions rose from 19% to 45% after the launch.

• Automation rate: 45%, share of customer interactions that were self service, as Telkomsel describes it

  "“I’m thrilled to share that since introducing Veronika, we’ve seen a leap in customer self-service interactions from 19 percent to 45 percent,” enthuses Heng."

  Claimed by: organization