Case Study: Telkomsel achieves higher engagement and revenue with Google Cloud Platform

Supporting customers’ digital lifestyles through a super app with AI-powered search

Telkomsel, the Indonesian mobile operator behind the MyTelkomsel super app, wanted to make search smarter and more helpful for customers. Working with Google Cloud Platform, it used Vertex AI Search and Gemini to improve search relevance, personalize results, and support a better digital experience across its app.

Google Cloud Platform helped Telkomsel integrate AI-powered search and a virtual assistant into MyTelkomsel, including migration from BigQuery and Datastore. The result was a 88% increase in clicks within three months, a 20% rise in purchases, a 355% jump in search engagement, and more than 3x revenue growth from search interactions, while also reducing wait times and manual maintenance for engineers.

Telkomsel

Ricky Roland

General Manager, Digital Journey and Service Design