Indosat Ooredoo Hutchison and Google Cloud are expanding their long-term strategic partnership to accelerate Indosat’s transformation from a telco to an AI-native techco, facilitating a new era of innovation and improved customer experience for more than 100 million Indosat users and enterprises across Indonesia.
Through the expanded partnership, Indosat's vast network, operational knowledge, and large customer datasets will be combined with Google Cloud's industry-leading, unified AI stack, providing unmatched solutions and services.
The integration of AI into telecoms infrastructure enhances human capabilities by analyzing multimodal data, recognizing patterns, and providing recommendations, which can lead to the discovery of new revenue sources, improved efficiency, and an enhanced customer experience.
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Indonesia-Centric AI and GenAI Solutions
Together, both companies intend to develop customized AI and GenAI solutions to address the unique opportunities and challenges within the Indonesian market, including:
- Customer Service Modernization: Call center staff will be equipped with advanced GenAI tools following the adoption of Google Cloud's Contact Center AI solutions. These tools include real-time transcription, recommended response, and post-call sentiment analysis. In addition, conversational agents powered by GenAI will be used to provide smooth self-service options across digital touchpoints, improving user experience and reducing resolution times.
- Dynamic Content Generation and Hyperpersonalization: Creative AI agents with multimodal and multilingual capabilities will enhance personalized marketing efforts by producing customized content that aligns with the unique profiles and interests of individual customers.
- Geospatial Analytics and Predictive Modeling: Using Google Cloud's custom machine learning (ML) models—trained utilizing Indosat's operational data—organizations can make data-driven decisions for site selection, asset management, and disaster mitigation. Indosat will also leverage these tools to identify areas with high growth potential but limited network coverage. This information will guide its strategic decisions to expand network capacity, helping to bridge the digital divide between urban and remote communities.
- Augmented Network and IT Operations: Self-optimizing systems, powered by custom ML and multimodal models, will predict ROI from capital investments, reduce energy consumption, optimize asset design and utilization, and proactively detect and resolve issues. Furthermore, GenAI-powered agents will expedite software development and troubleshooting procedures, consequently improving time-to-market (TTM) and time-to-value (TTV) for reliable software products and services.
- Back Office Transformation: Custom GenAI-powered enterprise search applications will enable HR, legal, procurement, and finance teams to instantly access the precise information they need to excel in their job roles. By simply asking questions in natural language, they will receive accurate, contextually relevant answers or summaries from vast amounts of unstructured data, such as policies, contracts, financial reports, or employee records; thereby eliminating the need for manual searches, accelerating decision-making, and boosting overall productivity.
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Empowering Indonesia’s AI-Driven Digital Transformation
Vikram Sinha, President Director and CEO of Indosat Ooredoo Hutchison, highlighted the importance of the collaboration in Indosat’s commitment to empowering Indonesia.
“Our collaboration with Google Cloud is not just a pivotal milestone for Indosat, but also a significant stride in our mission to transform into an AI-native techco. Together, we will harness the full potential of cloud and AI to drive innovation, create new opportunities, and propel Indonesia's digital economy forward,” said Sinha.
Indosat and Google Cloud will not only implement these solutions within their own organizations, but also explore joint go-to-market initiatives to support Indonesia's digital ecosystem, which includes the likes of micro, small, and medium enterprises (MSMEs), startups, enterprises, and government institutions.
“These initiatives will not only demonstrate the transformative power of AI in telecommunications, but also serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact,” concluded Karan Bajwa, Vice President, Asia Pacific, Google Cloud.
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