Telkomsel customer support teams speak volumes—with help from copilot based on Azure OpenAI Service
Telkomsel, one of the largest digital telco companies in Asia, faced a “good problem to have”: burgeoning sales of its products and services. But the company knew that its customer support team could easily be overwhelmed by sharply rising demand. Many issues in the customer service agents’ long queues could quickly be solved with a boilerplate response. Telkomsel had tried a chatbot for such requests, but the original version lacked the personal touch that is essential in Indonesia. The company created its now overwhelmingly popular “Veronika” virtual assistant with Microsoft Azure OpenAI. With Veronika handling repetitive, mundane calls, Telkomsel customer support teams are as excited as Telkomsel customers, who access support whenever and however they like.
IT is EASY