Case Study: Telkomsel achieves faster incident resolution with Amazon Web Services

Telkomsel Modernizes Key Business Applications Powering Its Digital Offerings on AWS

Telkomsel, Indonesia’s leading telecommunications provider, needed to improve incident management across its hybrid cloud infrastructure so it could reduce downtime, protect service reliability, and handle incidents faster for more than 159 million customers. Working with Amazon Web Services, the company turned to generative AI and serverless technology, using AWS services to build a smarter approach to incident analysis and response.

Amazon Web Services helped Telkomsel develop CELYNA, a GenAI-powered incident case analysis system built with Amazon Bedrock, Amazon Nova Pro, and AWS Lambda. The solution cut incident case analysis time by 21%, reduced resolution time by 83%, and shortened root-cause identification from over an hour to one minute or less, helping Telkomsel improve efficiency, automate responses, and maintain more consistent service availability.

Telkomsel

Kristian Nugroho

General Manager for Platform and Cloud Center of Excellence