CASE STUDY
Indosat Ooredoo Hutchison and Google Cloud have announced the expansion of their long-term strategic alliance , aimed at accelerating Indosat transformation from telco to AI Native TechCo .
This collaboration will combine 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 – as well as enterprise-grade AI and generative AI ( gen AI ) solutions for businesses across Indonesia .
Under the alliance , the companies ’ joint innovation initiatives will be focused on creating tailored AI and gen AI solutions to address unique opportunities and challenges in the Indonesian market .
These include :
y Customer service modernization : Google Cloud ’ s Contact Center AI solutions will equip call center staff with gen AI tools to enhance their productivity and effectiveness . Specifically , these tools will provide live call transcription ; recommended responses derived from knowledge bases ; realtime conversation analysis ; and post-call sentiment analysis , leading to faster , more accurate and more effective resolution of customer queries . In addition , gen AI-powered conversational agents will be built and deployed to offer self-service options across Indosat ’ s digital touchpoints . These agents will be capable of seamlessly switching between topics , addressing complex inquiries , supporting transactions and operating 24 / 7 . y Dynamic content generation and hyperpersonalization : 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 ( i . e ., text , images , and videos ) and engaging customers across channels with personalized offers and messages . y Geospatial analytics and predictive modeling : Google Cloud ’ s custom machine learning ( ML ) 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 ;
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