PT Telkom Indonesia (Persero) Tbk (Telkom) continues to drive operational efficiency, customer experience, and service quality by integrating artificial intelligence (AI) into its business processes. According to Komang Budi Aryasa, EVP of Digital Business & Technology at Telkom, the company’s success with AI stems from its earlier experience managing big data during the pandemic through the Peduli Lindungi application. This app, which handled 250 million registrants and 56 million daily active users, became a model for Telkom's approach to AI.

During the National AI Scientific Meeting at Graha Sanusi Unpad in Bandung, Komang explained that the experience of managing big data, handling multiple features of the app (such as vaccination registration and certification), and synchronizing central and regional government data were key learning points. This expertise led Telkom to further develop AI capabilities to support its operations.

Since then, Telkom has been deeply involved in AI, especially in handling large volumes of customer data. The company serves over 10 million fixed broadband customers, 159 million mobile users, and a variety of other clients, including government institutions, private companies, and small businesses. With such a complex customer base, manual coordination and service delivery have become inefficient, prompting the company to adopt AI to improve effectiveness and efficiency.

One key area of AI application is customer service. Telkom has deployed a 24/7 AI-powered chatbot system that analyzes customer sentiment to better understand their needs. Virtual assistants such as Veronika and TED are used to handle customer complaints, reducing issues by 23% to 32%. The MyTelkomsel app, used by millions, also features AI-based interaction platforms, offering a seamless and personalized experience.

In addition to customer service, Telkom has applied AI to network management. The company uses Hyper-AI technology to predict customer needs, proactively maintain devices, and optimize service quality. Autonomous Network technology, adopted by Telkom, enables self-execution and optimization of tasks, automating up to 95% of manual tasks and speeding up problem resolution by five to nine times. These innovations result in a dramatic reduction in network downtime and operational inefficiencies.

As a result, Telkom’s network operations have seen significant improvements, including a 28 million task reduction annually and a decrease in task resolution time from 39 minutes to just 10 minutes. The company has also reduced manual tasks by 97%, with problem resolutions becoming nine times faster.

With its extensive use of AI, Telkom has proven that embracing cutting-edge technology is crucial for staying competitive in an increasingly digital world. For CEOs and decision-makers, Telkom’s AI-driven success serves as a model for how automation and data integration can streamline operations, enhance customer satisfaction, and optimize network performance.

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