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Telkomsel Revolutionising Customer Service with GenAI

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Telkomsel synergises in implementing the strategic transformation steps of TelkomGroup’s Five Bold Moves through its commitment to innovate and continuously impact Indonesia’s business ecosystem. This commitment is seen in the technological innovations they bring to the market, designed to accelerate digitalisation and improve operational efficiency across various business sectors.

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One tangible manifestation of this impactful innovation commitment is the introduction of Ted, the Enterprise Digital Account Manager, which integrates Generative AI (AI) technology to enhance service quality for Telkomsel and TelkomGroup business customers. Ted is designed to be an intelligent solution that transforms how businesses interact and collaborate, bringing the customer service experience into a more personal a

Ted is presented as a Metahuman™ with two-way interaction capabilities with visitors and potential clients. Visitors can interact directly with Ted, ready to answer various questions and business customer requests with the most effective solutions.

Through Telkomsel Enterprise, Ted is designed to help corporate customers find the right digital solutions to accelerate their business growth. With Generative AI capabilities, Ted can provide technology-based consultative functions on websites in the form of chatbots and at certain events in the form of Metahumans™. This allows Ted to deliver better business customer service, synergising with increasingly personal and intuitive digital era customer service.

Ted is an innovation and a representation of how Generative AI technology can be practically applied to provide real added value to businesses. The Generative AI technology integrated into Ted enables advanced data analysis capabilities, natural language processing (NLP), and machine learning to understand each customer’s specific needs. This allows Ted to deliver more precise, faster, and relevant recommendations for each user.

VP of Corporate Strategy, Innovation, Sustainability, and Marketing at Telkomsel, Endra Diputra, stated, “Ted is a tangible manifestation of Telkomsel’s commitment, as the product powerhouse of TelkomGroup, to continuously innovate and positively impact the business ecosystem in Indonesia through consultative technology capabilities that have the potential to change the way businesses interact and collaborate.”

As an Enterprise Digital Account Manager, Ted, in its initial development phase, can facilitate communication in the form of Voice to Voice, Text to Voice, and Chat. Moving forward, Telkomsel will continue to develop Ted’s capabilities to assist customers more quickly and accurately in filling out prospect forms, summarising information from user interactions, and providing priority prospect recommendations for follow-up. With comprehensive assistance for prospective customers and the Telkomsel Enterprise team simultaneously, Ted will ensure that every business step is more directed and optimally focused on potential prospects.

In addition to the basic capabilities mentioned, Ted is designed to learn and adapt continuously based on the interactions it conducts. This enables Ted to become increasingly intelligent in understanding the context of conversations, recognising demand patterns, and identifying business opportunities that may not be visible through traditional methods. Thus, Ted functions as an aid and a strategic partner for companies in managing customer relationships and optimising business processes.

With the spirit of #PastiAdaSolusi (#ThereWillBeASolution), Telkomsel Enterprise and Ted are ready to take bold steps with business players to utilise Generative AI technology to the next level. Ted can be found at

By introducing Ted, Telkomsel demonstrates how Generative AI technology can provide better and more efficient services, reduce manual workload, and improve customer satisfaction. This is a significant step forward in TelkomGroup’s digital transformation and shows the company’s commitment to staying at the forefront of technological innovation.

Ted is a tool and a symbol of the future of smarter and more responsive customer service, showing how technology can create real value in an ever-evolving business world.


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