Covering Disruptive Technology Powering Business in The Digital Age

Indosat Ooredoo Hutchison (Indosat) and Google Cloud have announced the expansion of their long-term strategic alliance, aimed at accelerating Indosat’s transformation from telco to Artificial Intelligence (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.

AI agents and applications, when effectively grounded in a communications service provider’s securely managed and privacy-compliant data assets, can augment human capabilities with powerful multimodal data analysis, pattern recognition, and recommendations to unlock new revenue streams and efficiencies, and elevate the customer experience.

Supercharging Indosat with Google Cloud

Under this alliance, the companies’ joint innovation initiatives will therefore be focused on creating tailored AI and Gen AI solutions to address unique opportunities and challenges in the Indonesian market. These include:

• Customer service modernisation. Google Cloud’s Contact Center AIsolutions will equip call centre staff with Gen AI tools to enhance their productivity and effectiveness. Specifically, these tools will provide live call transcription and recommended responses derived from knowledge bases, real-time conversation analysis, and post-call sentiment analysis. This will lead 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.
• Dynamic content generation and hyperpersonalisation. 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.
• Geospatial analytics and predictive modelling. Google Cloud’s custom machine learning (ML) models, trained on Indosat’s extensive operational datasets, will empower organisations across industries to make data-driven decisions around optimal site selection for strategic expansion; optimise asset management and maintenance based on real-time location and condition data; and model potential natural disaster scenarios to develop proactive mitigation strategies. Indosat will also leverage these tools to identify areas with high growth potential but limited network coverage, informing its strategic decisions to expand network capacity and bridge the digital divide between urban and remote communities.
• Augmented network and IT operations. Self-optimising systems powered by custom ML and multimodal models will predict ROI from capital investments, reduce energy consumption, optimise asset design and utilization, and proactively detect and resolve issues. This results in cost savings, more sustainable operations, and improved service reliability. For example, AI can dynamically adjust cell tower power levels during off-peak hours, assist field technicians in rapidly diagnosing and resolving faults based on their verbal and visual inputs, and intelligently reroute network traffic to avoid faulty components while repairs are being made. Additionally, Gen AI-powered agentsthat assist with code generation, completion, and troubleshooting will be deployed to significantly increase IT teams’ development and delivery velocity, leading to faster time-to-market and time-to-value for reliable software products and services.
• Back office transformation. Custom Gen AI-powered enterprise searchapplications will enable HR, legal, procurement, and finance teams to instantly access the precise information they need to excel in their job roles. By simply asking questions in natural language, they will receive accurate, contextually relevant answers or summaries from vast amounts of unstructured data, such as policies, contracts, financial reports, or employee records, thereby eliminating the need for manual searches, accelerating decision-making, and boosting overall productivity.

Exploring More Impactful Initiatives

In addition to implementing these solutions across Indosat’s business operations, Indosat and Google Cloud will also explore joint go-to-market initiatives to empower Indonesia’s digital ecosystem. They will look to provide micro, small, and medium enterprises (MSME), startups, enterprises, and public sector organisations with access to these solutions, alongside Google Cloud’s AI-optimised infrastructure, unified data platform, and unified AI development platform.

Vikram Sinha, President Director and Chief Executive Officer at Indosat, said: “As Indonesia steps into the digital era, we remain committed to Indosat’s larger purpose of empowering Indonesia by providing businesses and individuals with the essential tools and technologies needed for success. Our collaboration with Google Cloud is not just a pivotal milestone for Indosat, but also 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 forward.”

Karan Bajwa, Vice President, Asia Pacific, at Google Cloud, said: “Indosat’s early adoption of cloud-native architectures and an AI-ready data analytics platform exemplifies its forward-thinking approach. This strong foundation, established through our collaboration from 2021, is now enabling Indosat to pursue a wide range of high-value ML and gen AI use cases at scale—and we’re excited by the possibilities. These initiatives will not only demonstrate the transformative power of AI in telecommunications, but also serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact.”

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