New Way Now: Indosat transforms from telco to tech-co with the help of Agentspace and Google Cloud
3Featured in this video: Vikram Sinha, CEO of Indosat Ooredoo Hutchison
Executive Summary: Telco company Indosat first connected Indonesia to the world 57 years ago, and they’re now the first enterprise in the country to adopt Google Agentspace. Indosat chose Agentspace along with Vertex AI and a unified data platform built on Google Cloud to adopt AI broadly to help grow the company faster and supercharge Indonesia’s connectivity. The use of Agentspace is decreasing manual work for employees, reducing customer service agent churn, and improving employee productivity.
Challenge: Indonesia, a country of 17,000 islands, depends on telco services for growth and connection. With 100 million customers, Indosat knew AI was the key to amp up their capabilities for continued innovation. They wanted to become more efficient, implement new ideas quickly, solve problems in real time, allow for customer hyper-personalization, and empower all their employees to be more productive.
Solution: Agentspace was key to bolstering Indosat’s growth mindset and improving productivity five to ten times. The company built their AI tools on top of a unified Google Cloud data platform, using Agentspace, Notebook LLM, and Vertex AI to develop agents to support customer service teams as well as distributed employees. The AI agents operate 24/7, with multimodal and multilingual capabilities to promote relevant offerings to users. Indosat has also launched Sahabat.ai, its own large language model in Indonesia’s Bahasan language, across its partner ecosystem of universities, media companies, and more to empower young developers and researchers.
Results: Indosat operates more like a tech company now, innovating and pivoting faster with help from Google Cloud AI tools like Agentspace and Vertex AI, and is able to test and implement new ideas quickly. Customer service agent churn is down 40%, and reports that used to take weeks now only require minutes. Teams across the company can now focus on more impactful work vs. manual tasks, and report higher satisfaction. Distributed sales employees can now access product details instantly when they’re with retailers, saving time and focusing instead on human interaction. Next up: Indosat will explore more possibilities in bringing together agentic AI and 5G networks and serving customers better and faster — and ultimately shape Indonesia’s future as a digital leader and creator.
Key takeaways and highlights from our interview with Indosat’s CEO Vikram Sinha:
→ “As a very iconic brand, we have a bigger commitment to our country and to all our customers of making sure that we play a pivotal role in empowering every Indonesian. With the help of Google and Google Cloud, we are on a mission of ensuring that AI benefits all. Whether it is for education, whether it is for health, for agriculture, that is our mission.”
→ “We are looking at AI from a growth mindset. How we can make one plus one equal to 11? The approach we have taken is a very structured, platform-based approach using Vertex. The whole mindset was re-usable use cases instead of just doing a few use cases. That is where scale-up happens.”
→ “In Indonesia, in Asia, we are one of the first to ensure that all our employees have Agentspace access. Every employee today has an agent to help him. The productivity of employees is 5x, 10x. We talk about call centers — we used to have a lot of churn, people attrition. Now they are able to also enjoy their work.”
→ “You cannot unlock the full potential of AI without investing in human capital. The most important thing is the human part, where technology helps humans have more human interactions. Agentspace, especially, can bring a collaborative approach of solving real-time, real-life problems.”
Google Cloud products used: Agentspace, Notebook LLM, Vertex AI, Contact Center as a Service
Learn more:
→ A new dawn: How Asia-Pacific carriers are finding fresh revenue on the cloud: https://goo.gle/47pLDyu
→ ROI on gen AI for telecommunications: a dozen-plus reasons it's happening now: https://goo.gle/41AwOFw
→ Indosat Ooredoo Hutchison, Kloudville, and Google Cloud Launch a New B2B2X Digital Marketplace for Indonesia's 64 Million Small Enterprises: https://goo.gle/4pbcswP