Indonesian telco Indosat Ooredoo Hutchison announced that it has launched a new AI-powered semantic search feature powered by Google Cloud in its customer service apps, which it says will enable smarter and more intuitive digital experiences for customers.
The feature – which is now embedded in Indosat’s myIM3 and bima+ apps – is powered by Google Cloud's Vertex AI platform, which Indosat says enables deeper insights into customer behaviour and preferences.
In practical terms, that means searches for services such as data packages, lifestyle features, and loyalty programs can be dynamically tailored to meet each user's specific needs, said Indosat director and chief commercial officer Bilal Kazmi.
“With the support of Google Cloud, we are delivering a search system that is not only intelligent but also delivers tangible value, enhancing both user convenience and business performances,” he said in a statement. “This collaboration represents a strategic step towards providing smarter, more personalized, and relevant digital experiences for our customers.”
The semantic search technology is also supported by Sahabat-AI, an open-source large language model (LLM) launched by Indosat and Indonesian tech firm GoTo Gojek Tokopedia in November last year that is specifically designed for the Indonesian language – including various regional languages and dialects – and can understand local contexts.
The latest version of Sahabat-AI, released in June, supports five local languages, including Bahasa, Javanese, Sundanese, Balinese and Bataknese, as well as a number of international languages.
“Vertex AI Search’s in-built understanding of queries in Bahasa and English, the semantic meaning behind queries, and spelling variations will help surface more relevant digital services recommendations that meet the diverse lifestyle needs of millions of myIM3 and bima+ users,” said Fanly Tanto, country director for Indonesia at Google Cloud.
