Telkomsel Wins Award At IDC Future Enterprise Awards 2024 For Its AI Solution

Telkomsel won the award (photo: Telkomsel)

JAKARTA - Telkomsel won an award at the IDC Future Enterprise Awards 2024 for the Best in Future of Customer Experience category in Indonesia on November 18-19 2024 in Singapore.

This award was given at Telkomsel's leading initiative in presenting innovations for AI-based customer service solutions (AI-Powered Digital Smart Care AI DSC).

The AI DSC solution is a solution designed to accelerate access to information for customer service agents, improve response accuracy, and ensure a consistent and high-quality customer experience in each interaction.

To answer the challenge of a surge in customer interactions, the AI DSC solution has been implemented at more than 800 Telkomsel customer service points, including the GraPARI, Call Center, and eCare.

"This award also shows Telkomsel's commitment to implementing AI in all aspects of business and operations," said Telkomsel IT Director Joyce Shia, quoted Monday, December 2.

With Natural Language Processing technology and context-based response recommendations, Joyce claims the AI system also makes it easy to quickly and accurately answer customer questions, and reduces handling time by 50%.

For information, the IDC Future Enterprise Awards 2024 is an award event held by the United States-based International Data Corporation (IDC), and has been running regularly since 2017.

"The 2024 Future Enterprise Awards winner from Indonesia shows how organizations use AI and digital platforms to encourage innovation, improve customer experience, and provide added value to the public," concluded IDC Asia/Pacific Research Director Melvie Espejo.

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