Telkom's Journey in Leveraging Artificial Intelligence

Indonesia's telecommunications giant, PT Telkom Indonesia Tbk (TLKM), has been actively embracing the power of artificial intelligence (AI) to enhance its operations and customer experience. According to Muhamad Fajrin Rasyid, the Director of Digital Business at Telkom, the implementation of AI is no longer a novel concept in the industry.

One of Telkom's subsidiaries, Telkomsel, has already harnessed the capabilities of AI to simplify the experience for its customers. "We have been developing AI solutions over the past few years, and we will continue to expand our efforts in this area. In many companies, including Telkom, internal processes have been significantly improved through the utilization of AI, and this technology is already integrated into our My Telkomsel platform," Fajrin stated during the CNBC Indonesia Tech & Telco Summit held in May 2024.

Telkom has also been leveraging AI and big data to better serve its customers, enabling the company to provide AI-based solutions tailored to their needs. Fajrin emphasized that the adaptation of AI in the industry has been ongoing for quite some time, both in Indonesia and globally. For instance, the banking sector has been employing AI to detect fraudulent or unusual transactions.

"Recently, the expansion of generative AI has opened up new possibilities, not only in image recognition but also in the generation of new images, videos, and other media. This presents a significant potential for Indonesia and the world, with substantial investments being directed towards AI development," Fajrin added.

While acknowledging the immense potential of AI, Fajrin cautioned against falling into the trap of technology for technology's sake. He expressed concern over industry players rushing to implement AI solely due to the fear of missing out (FOMO), without carefully considering their business prospects and human resources.

"There are companies or parties that want to dive into AI implementation, driven by the fear of being left behind. However, it's not just about the technology itself but also about the business prospects and the people involved. AI should be a solution within the company, so we need to understand the purpose of its implementation first. Is it for internal efficiency or enhancing customer experience?" Fajrin emphasized.

As Telkom continues to embrace AI, the company remains committed to a strategic and well-planned approach, ensuring that the technology is deployed in a manner that aligns with its business objectives and enhances the overall customer experience.

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