Case Study: Telkomsel achieves scalable, cost-efficient customer service with Facebook for Developers

Telkomsel Scales Its Customer Service Operations with Facebook Messenger

Telkomsel, Indonesia’s largest cellular operator, needed a scalable way to handle growing customer service demand across its 24-hour GraPARI support center while keeping service quality high and costs under control. Using Facebook for Developers’ Facebook Messenger platform, Telkomsel looked for a more efficient, digital-first way to help customers with common service needs.

Facebook for Developers, working with partner Kata.ai, helped Telkomsel launch the AI chatbot “Veronika” on Messenger to answer questions about top-ups, bill payments, appointments, account info, and promotions. The bot now handles 96% of incoming Messenger inquiries, has served more than 470,000 unique users, cut customer wait time by 93% from 4.5 minutes to 5 seconds, and helped Telkomsel save about 30% in operational and hiring costs.

Telkomsel

Andri Wibawanto

Vice President Customer Care Management