PT Telkom Indonesia has successfully integrated artificial intelligence (AI) into its operations, resulting in a significant boost in efficiency and customer satisfaction. By automating up to 95% of manual tasks, Telkom has improved productivity, which in turn has led to a decline in customer complaints.

One of the most notable AI applications in Telkom’s operations is its 24/7 AI-powered chatbot services, including Veronika and TED. These chatbots utilize sentiment analysis to better understand and address customer needs, reducing complaints by 23% to 32%. Additionally, Telkom’s MyTelkomsel app features AI-driven interactions that enhance user experiences.

In terms of network management, Telkom has adopted a Hyper-AI network that predicts customer needs, proactively maintains devices, and personalizes services to improve overall quality. AI also plays a critical role in Telkom’s big data management, particularly in handling large-scale projects like Peduli Lindungi, a COVID-19 tracing app, which helped manage 250 million registrations.

Komang Budi Aryasa, EVP of Digital Business & Technology at Telkom, emphasized that while Telkom has achieved remarkable success with AI, the company ensures thorough testing and certification of new technologies to mitigate potential risks.

With AI’s implementation, Telkom is positioning itself as a leader in telecommunications, improving both operational efficiencies and customer service to meet the demands of millions of customers.