Heaptalk, Jakarta — Indosat Ooredoo Hutchison and Google Cloud announced the expansion of their strategic affiliation to accelerate Indosat’s transformation from telco to AI Native TechCo.
This collaboration combines Indosat’s vast network, operational, and customer datasets with Google Cloud’s industry-leading unified AI stack to deliver exceptional experiences to over 100 million Indosat customers and enterprise-grade AI and generative AI solutions for businesses across Indonesia.
“Our collaboration with Google Cloud is a pivotal milestone for Indosat and 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.” President Director and CEO of Indosat Ooredoo Hutchison, Vikram Sinha, said.
Under this alliance, the companies’ joint innovation initiatives will, therefore, be focused on creating tailored GenAI solutions to address unique opportunities and challenges in the Indonesian market. These include:
- Customer service modernization: Google Cloud’s Contact Center AI solutions will equip call center staff with GenAI tools to enhance their productivity and effectiveness. Specifically, these tools will provide live call transcription, recommended responses derived from knowledge bases, real-time conversation analysis, and post-call sentiment analysis, leading to faster, more accurate, and more effective resolution of customer queries.
- Dynamic content generation and hyper-personalization: Creative AI agents with multimodal and multilingual capabilities will promote relevant offerings based on a customer’s profile and specific needs. When integrated with customer relationship management and content management systems, they will assist marketers by identifying high-value leads, generating rich content, such as text, images, and videos, and engaging customers across channels with personalized offers and messages.
- Geospatial analytics and predictive modeling: Google Cloud’s custom machine learning models, trained on Indosat’s extensive operational datasets, will empower organizations across industries to make data-driven decisions around optimal site selection for strategic expansion; optimize asset management and maintenance based on real-time location and condition data; and model potential natural disaster scenarios to develop proactive mitigation strategies.
- 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.
- 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.
In addition to implementing these solutions across Indosat’s business operations, these entities will explore joint go-to-market initiatives to empower Indonesia’s digital ecosystem for local MSMEs, startups, enterprises, and public sector organizations alongside Google Cloud’s AI-optimized infrastructure.
“This strong foundation, established through our collaboration in 2021, enables 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 demonstrate AI’s transformative power in telecommunications and serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact.” Vice President Asia Pacific of Google Cloud, Karan Bajwa, said.
