Replace ARPU-breaking human contacts with Gemini-powered conversations across recharge, package, and IndiHome service — and turn the merged fixed-mobile base into a convergence upsell engine.
Telkomsel is Indonesia's largest mobile operator with a subscriber base in the 150M+ range, overwhelmingly prepaid, under the state-linked Telkom Group.
Public factThe 2023 integration of IndiHome consumer fixed broadband into Telkomsel created a fixed-mobile convergence (FMC) player — and merged two service operations with different tooling and cultures.
Public factTelkomsel already operates the Veronika virtual assistant and MyTelkomsel app; deflection exists, but execution-grade automation and voice remain the gap.
Public factAt prepaid ARPU of a few dollars, one human call can erase a month of margin on that subscriber — cost per contact is the controlling constraint.
Reasoned inferenceIndiHome install and repair scheduling drives truck rolls and repeat calls; proactive appointment management is a direct opex lever.
Reasoned inferenceValidate with the account team before outreach: Telkom Group cloud and data-residency policy for customer AI workloads · Veronika's current platform, vendor, and containment metrics · IndiHome field-service system APIs for appointment writeback
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: Telkom Group has engineering depth in network and app platforms, and Veronika shows conversational ambition — but execution-grade voice AI, agentic actions over charging systems, and multilingual speech are capabilities it has historically sourced from partners rather than built.
Why they won't build the full stack: Prepaid economics punish slow internal builds: the cost problem compounds monthly, and Telkomsel's differentiation is network and distribution, not speech infrastructure — buying industry workflows on a governed platform is faster and easier to defend to the state parent.
Telkom Group reporting emphasizes fixed-mobile convergence synergies and data-revenue growth, implying serve-cost per subscriber is central to the merged Telkomsel–IndiHome investment story.
GTM implication: Quantify cost-per-contact versus prepaid ARPU and truck-roll avoidance — the two lines FMC synergy math is watched on.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Prepaid balance, package & recharge Recognized-by-line conversations that answer, recommend, and complete recharge in-channel. | The single largest contact category across a 150M+ base; every automated resolution is pure margin defense. Friction today: DTMF IVR and app-only flows leave a long tail of voice contacts that cost multiples of prepaid ARPU. | VoiceWhatsAppIn-app | |||
IndiHome install & repair scheduling Proactive appointment confirmation, one-tap reschedule, and pre-visit triage that cancels avoidable truck rolls. | Truck rolls and missed appointments are the costliest failure mode in home broadband. Friction today: Scheduling by call center; reschedules mean new queues; no-shows waste technician slots. | WhatsAppVoiceSMS | |||
Churn-risk retention & winback Timely two-way conversations with matrix-bounded offers; save rate attributed per offer. | Prepaid churn is silent — lapsed SIMs surface in month-end reports after the decision is made. Friction today: SMS blasts convert at ~1%; outbound teams reach a fraction of the at-risk base. | VoiceWhatsApp | |||
GraPARI walk-in deflection Pre-GraPARI resolution of remotely completable tasks; appointments for the rest. | Physical service centers absorb queries that need identity plus a system action — exactly what an agent can do remotely. Friction today: Customers travel to queue for SIM, plan, and account tasks. | WhatsAppVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Telkomsel's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Telkomsel: Two massive service estates (mobile prepaid and IndiHome home broadband), outbound retention, and GraPARI deflection span multiple units — a phased transform is the honest scope.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“FMC leadership will be won on serve-cost and experience simultaneously. An agentic layer is the only way both curves bend together across 150M subscribers.”
“Veronika proved deflection; Gemini Enterprise agents add grounded execution — charging-system truth, in-channel payment, and field-service writeback under Telkom-grade governance.”
“Two merged service estates, one conversation layer: mobile and IndiHome intents handled by the same governed agents, with technicians dispatched only when triage says so.”
“Every avoided truck roll and every in-channel recharge is measurable. The pilot instruments both from day one.”
“Consent-governed outreach, Kominfo-aligned data handling, and 100% logged conversations — automation here raises your evidence standard, not your exposure.”
“Cost per contact versus prepaid ARPU is the whole story: automated interactions at cents defend margin a human channel mathematically cannot.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
Indonesia's dominant operator with 150M+ subscribers, a prepaid-heavy base whose ARPU cannot fund human service, and the IndiHome fixed-broadband merger multiplying service complexity.
Joint economics workshop with consumer-service leadership: baseline cost per contact for the top five prepaid intents and scope a Veronika-to-execution upgrade pilot.
Entry: Prepaid recharge, package, and balance conversations · Transform package · 14–20 weeks phased across units. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.