IndonesiaTechnology and telecom2023 – ongoingTelkomsel
Veronika virtual assistant on Azure OpenAI Service
Telkomsel said self-service interactions rose from 19% to 45% after it put Azure OpenAI behind its Veronika assistant
Problem
Telkomsel serves more than 159 million mobile subscribers across Indonesia. Its first customer service chatbot, piloted in 2017, could not answer many questions, so agents handled a large share of contacts.
Approach
Telkomsel connected its Veronika virtual assistant in the MyTelkomsel app to Microsoft's Azure OpenAI Service. The architecture can handle up to 5 million transactions a month, and Telkomsel's chief information officer said the deployment took two weeks. Telkomsel and Microsoft announced a wider AI collaboration in February 2024.
Results
Takeaway
Self-service accounted for a larger share of interactions after the upgrade, while daily agent calls fell from 8,000 to 1,000, according to a Telkomsel executive. The figures came from Telkomsel and Microsoft.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Telkomsel announced an expanded agreement with Microsoft, signed at Mobile World Congress 2024. It says Veronika, enhanced with Azure OpenAI Service, can handle up to 5 million transactions a month. Self-service interactions rose from 19% to 45%, with average messages per user up 140%.
Microsoft described how Telkomsel moved from a 2017 chatbot that could not answer many questions to Veronika on Azure OpenAI. It quotes Telkomsel's marketing chief on the rise in self-service from 19% to 45% and on daily agent calls falling from 8,000 to 1,000. The chief information officer is quoted saying deployment took two weeks.
Full details are in the original sources.
