Indosat and Google Cloud expand partnership to advance AI solutions

Indosat Ooredoo Hutchison is strengthening its collaboration with Google Cloud to propel the telco’s AI Native TechCo vision, marking a shift beyond its traditional role as a telecommunications provider.

Under the updated agreement, Indosat will integrate its network, operational, and customer data with Google Cloud’s comprehensive AI stack. This integration aims to enhance digital experiences for over 100 million Indosat customers. Additionally, Indosat plans to offer enterprise-grade AI and generative AI (GenAI) solutions tailored for businesses operating in Indonesia.

Both companies will focus on developing customized AI and GenAI solutions to tackle specific opportunities and challenges unique to the Indonesian market.

The collaboration aims to leverage AI agents and applications to enhance human capabilities through multimodal data analysis, pattern recognition, and recommendations.

“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 Vikram Sinha, president director and CEO of Indosat.

As part of the customer service modernization, Indosat plans to implement Google Cloud’s Contact Centre AI solutions for its call center operations. This integration will equip call center staff with GenAI tools aimed at boosting productivity and efficiency.

These tools are anticipated to introduce features such as live call transcription, suggested responses based on knowledge databases, real-time conversation analysis, and post-call sentiment assessment. The goal is to enable staff to resolve customer queries faster, with greater accuracy, and more effectively.

Moreover, Indosat will deploy GenAI-powered conversational agents across its digital platforms to offer self-service options. These agents are designed to handle complex inquiries, support transactions, and operate continuously, seamlessly switching between topics as needed.

To enhance content generation and hyper-personalization, Indosat and Google Cloud have also created AI agents equipped with multimodal and multilingual features. These agents aim to deliver tailored offerings based on individual customer profiles and specific needs.

This initiative supports marketers by identifying high-value leads and creating diverse content formats such as text, images, and videos. It integrates with customer relationship management and content management systems to engage customers across various channels with personalized messages and offers.

Furthermore, in geospatial analytics and predictive modeling, Google Cloud has developed custom machine learning (ML) models trained on Indosat’s operational data. These models aid organizations across sectors in making data-driven decisions, including optimal site selection for expansion, asset management based on real-time location data, and proactive strategies for handling potential natural disasters.

Indosat plans to utilize these tools to identify growth opportunities in areas with limited network coverage, informing strategic decisions to expand network capacity and bridge digital divides between urban and remote communities.

Another collaborative effort involves enhancing network and IT operations through self-optimizing systems powered by custom ML and multimodal models. These systems aim to achieve cost savings, sustainable operations, and improved service reliability by predicting ROI from investments, optimizing energy consumption, and proactively resolving issues related to asset management and utilization.

Additionally, GenAI-powered agents will assist IT teams with code generation, completion, and troubleshooting to accelerate software development cycles, thereby reducing time-to-market and increasing the value of software products and services.

To streamline back-office processes, Indosat and Google Cloud have developed custom GenAI-powered enterprise search applications. These applications support functions such as human resources, legal, procurement, and finance by providing contextually relevant answers from unstructured data like policies, contracts, and financial reports. This capability speeds up decision-making and enhances overall productivity by eliminating the need for manual searches.

Beyond developing new solutions, Indosat and Google Cloud are exploring joint initiatives to empower Indonesia’s digital ecosystem. This includes providing micro-, small-, and medium-sized enterprises (MSMEs), startups, enterprises, and public sector organizations access to AI-optimized infrastructure, unified data platforms, and AI development tools from Google Cloud.

“Indosat’s early adoption of cloud-native architectures and an AI-ready data analytics platform exemplifies its forward-thinking approach,” added Karan Bajwa, vice president of Asia Pacific at Google Cloud.

“This strong foundation, established through our collaboration from 2021, is now enabling Indosat to pursue a wide range of high-value ML and GenAI use cases at scale – and we’re excited by the possibilities. 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.”

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