Telkomsel has secured Indonesia Technology Excellence Awards in Automation by driving efficiency and empowerment in its Sales and B2B operations, as well as Indonesia Technology Excellence Awards in Gaming by empowering Indonesia’s gaming industry through Dunia Games.

Indonesia’s leading digital telecommunications service provider, Telkomsel, was honoured with two major category wins at the Asian Technology Excellence Awards 2024 for its achievements in transforming its sales and B2B operations through its Intelligent Automation project and for streamlining the gaming experience for Indonesians with its product Dunia Games.

The Intelligent Automation project, which took home the title in the Indonesia Technology Excellence Award in the Automation – Telecommunications category, aims to optimise operational efficiency in its directorates by utilising cutting-edge technologies such as robotic process automation (RPA), machine learning (ML), Intelligent Business Process Management (IBPM), and generative artificial intelligence (GenAl).

In this project, Telkomsel leveraged RPA technology to automate repetitive tasks. Since 2020, the company has developed bots that now handle over 300,000 monthly transactions automatically across the finance, procurement, network, and IT operations directorates. In the sales directorate alone, RPA technology has saved 12,000 man-hours per month and reduced processing time by 70%. Additionally, it has enhanced the overall employee experience by establishing an enterprise-scale virtual workforce that reduces operational costs, improves SLAs, simplifies business processes, and enhances reporting quality.

Meanwhile, in order to properly analyse free-text inputs related to low Net Promoter Score (NPS), Telkomsel has also integrated ML technology into its Veronika Chatbot, which adds intelligence to the automation. The system now automatically classifies users’ improvement suggestions, categorising them and providing actionable insights swiftly and accurately. This technology has enabled each task to be completed in just 20 seconds per transaction, compared to the previous 15 minutes, resulting in over 90% shorter processing time.

Managing end-to-end digital workflows has also posed challenges for the team. Despite RPA helping the process, transaction times are still lengthy and there is still manual handling, which increases the risk of errors. This has prompted the telecom company to implement IBPM which orchestrates end-to-end processes into one dashboard system. Benefits of this technology include the reduction of each transaction time to 15 minutes, a decrease in application shifting, and automation of 50% of manual tasks. 

Currently, the company focusses on implementing GenAl on the Sales & B2B team to help them in the Corporate Escalation and Solution area, which is adding more intelligence to the operational. Telkomsel’s Intelligent Automation project exemplifies innovation, effectiveness, and dynamism within the organisation as it continues to invest in the upskilling and reskilling of its employees.

Unlocking the potential of Indonesian gamers

The company also takes pride in its revolutionary digital ecosystem product, Dunia Games, which is designed to elevate the Indonesian gaming experience by empowering strong-bond communities and igniting e-sports participants through streamlining gaming transactions,  redefining and incentivising user engagements, and fostering content creation.

With these objectives, Telkomsel aims to provide a seamless and flexible purchasing experience for gamers by integrating diverse and user-preferred payment methods using a recommendation system to simplify transactions.

It also targets to award points for every transaction in the digital ecosystem, enabling users to accumulate and redeem them for in-game benefits, discounts, or exclusive content. Another desired result for the company is to increase the average daily active users by 20% within a year. Telkomsel plans to do this by offering dynamic features to enhance player engagement.

At the same time, it aims to increase user-generated content by 30% within a year. Telkomsel’s strategy to meet this objective is to offer livestreaming, forums, and chat for content creation, with a loyalty system enhancing participation and community interaction by rewarding players.

Dunia Games leverages cutting-edge technologies like microservices, cloud computing, and DevSecOps, which translates to rapid development and deployment of new features, seamless cloud infrastructure scaling to accommodate user demands, and enhanced security for user data and transactions.

Since its launch in 2019, Dunia Games has demonstrated the capability to support up to 40 million users and helped the gaming community get more connected during the pandemic, hosting over 111,000 tournaments and engaging more than 594,000 active gamers. User-generated content in live streams and forum posts has also surged, with total views increasing by more than 650% from an initial count of over 5,500 to more than 41,000.

Telkomsel clinched the Indonesia Technology Excellence Award in the Gaming – Telecommunications category for this initiative.

“All of these achievements reinforce Telkomsel’s position as the leading digital telecommunications company in the region. By centring innovations around customers, such as Intelligent Automation and Dunia Games, Telkomsel continues to adapt and deliver cutting-edge technology to all Indonesians, shaping a better today and an excellent tomorrow,” said Rudy Jayadi, Telkomsel’s VP IT Customer Touchpoint & Digital Product Solutions.

The Asian Technology Excellence Awards, now in its fourth year, celebrates top technological innovators and solutions that are redefining industries and leading the charge in digital transformation.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company’s outstanding retail initiatives, please contact Jane Patiag at [email protected].