Telkom Group integrates Meta's LlaMa AI to elevate customer engagement

Telkom Group is set to enhance digital business experiences in Indonesia by integrating Meta's cutting-edge LlaMa AI technology into WhatsApp-based customer interactions.

This move aims to drive economic growth by enabling businesses to provide more personalised and efficient customer engagement through AI-powered chatbots, the company said in a release.

One of the first implementations will be Veronika, Telkomsel's customer care chatbot, which is already active on WhatsApp for sales and support. With LlaMa's integration, Veronika will offer advanced conversational abilities, delivering a more intuitive customer experience.

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Budi Satria Dharma Purba, CEO of Telekomunikasi Indonesia International (TELIN), emphasised the significance of this initiative, stating, "Integrating Meta's LlaMa technology into our platform is a key step in advancing technology solutions. TELIN is committed to improving telecommunications services locally and globally. We will support this initiative through Telin WhatsApp Business platform on NeuAPIX (Telin's Cloud-based Communication Platform as a Service (CPaaS)."

Arief Pradetya, vice president of digital advertising, wholesale, and interconnect at Telkomsel, highlighted the strategic benefits: "Meta's LlaMa will strengthen Telkomsel's position as a leader in regional digital telecommunications. It reflects our commitment to superior customer services and aligns with our strategy to offer innovative solutions that empower communities and businesses, contributing to national progress through a secure and reliable digital ecosystem."

This initiative aims to highlight Telkom Group's ongoing commitment to technological innovation, digital inclusion, and business empowerment. By leveraging AI to enhance customer engagement on WhatsApp, Telkom Group is paving the way for a smarter, more connected digital ecosystem in Indonesia.

Veronika was first introduced in 2017. The latest version of Veronika has been enhanced with Microsoft Azure OpenAI Service, strengthening its customer support capabilities.

During Ramadan this year, Telkomsel is hosting a trivia quiz with Veronika, offering customers the chance to win credits. Running from 14 to 30 March, the loyalty programme is exclusive to Telkomsel customers on the Veronika Virtual Assistant channel via WhatsApp.

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