IndonesiaTechnology and telecom2024 – ongoingTelkom Indonesia
AI chat and voice bots with internal workflow support
Telkom Indonesia said AI reduced budget use by up to 25%
Problem
Telkom sought to reduce operating expenditure and the time employees spent completing routine work. Customer interactions also required contact-centre support.
Approach
Telkom used AI chat and voice bots to automate customer interactions through an omnichannel contact centre. An executive also described AI use in recruitment and payroll processing.
Results
Takeaway
The executive linked savings to several AI applications without assigning the overall budget figure to a specific workflow. Telkom did not disclose the measurement period or budget baseline.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer serviceHuman resources
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Investortrust reported statements by Telkom director Honesti Basyir at an October 2024 press conference. He attributed up to 25% lower budget use to AI and described customer-service bots and internal applications.
Full details are in the original sources.
