Telkomsel contributed to the Modern Marketing Reckoner 2025–2026 Whitepaper, highlighting its successful AI driven innovation that improves efficiency, enhances customer experience, and supports business growth, while reinforcing Telkomsel Enterprise’s role in digital transformation.
At the center of this is Ted, an AI powered digital account manager by Telkomsel Enterprise, designed to address the challenges of managing complex B2B solutions and engaging a wide range of enterprise clients.
Transforming B2B Engagement with “Ted” the First AI-Powered Digital Account Manager
Navigating the Complexity of Enterprise Solutions
With industries undergoing rapid transformation, many enterprises face a fundamental challenge: bridging the gap between increasingly complex B2B solutions and the diverse needs of their clients. Telkomsel Enterprise offers over 70 advanced B2B solutions - from connectivity and IoT to cybersecurity and cloud. Yet, the complexity of these technologies and the broad geographic spread of clients can create significant communication hurdles. With limited account manager resources, consistently engaging and educating customers across such a wide base is challenging, often slowing the sales cycle and limiting business impact. To address these barriers, a smarter, scalable approach to customer engagement is essential.
Indonesia’s B2B Telco First AI-Powered Digital Account Manager
Amidst the rapid adoption of advanced technologies across the telco industry, Telkomsel continues to stand at the forefront as one of the leading companies driving innovation. In June 2024, Telkomsel Enterprise launched Ted, one of Indonesia’s first AI-powered digital account managers for B2B, debuting as a website chatbot. Over time, Ted has evolved into an intelligent platform that personalizes interactions, streamlines lead management, and facilitates collaboration. Acting as a digital assistant to account managers, Ted handles inquiries, guides solution exploration, and creates engaging experiences both online and offline. This sets a new benchmark for customer engagement—delivering faster, smarter, and more tailored experiences to enterprise clients.
Enhancing Engagement and Efficiency with AI Driven Solution
Ted addresses Telkomsel Enterprise’s challenges by combining AI with business insight. On the website, it answers inquiries, captures user needs, and business leads before passing the best opportunities to account managers, reducing response time and boosting conversion. For account managers, Ted minimizes repetitive tasks, enabling them to focus on strategic client discussions. At offline events, Ted appears as a metahuman, delivering interactive experiences that elevate engagement and reinforce innovative approach.
This level of innovation comes at a transformative moment for the telco industry. AI has moved from an experiment to a strategic driver, with adoption rates now exceeding 90% among telecom companies. Over the next five years, AI will enable network intelligence, predictive automation, and hyper-personalized customer experiences, helping telcos differentiate and accelerate revenue growth in a rapidly evolving market.
Telkomsel Enterprise isn’t just talking innovation—Ted is delivering results across both digital and offline channels. In the first year, Ted facilitated over 13,000 AI-led conversations and managed more than 22,000 inquiries through the website, generating 573 Marketing Qualified Leads (MQLs) with 30 percent progressing into late-stage deals. Ted identified high-quality business intent in 17.3% of conversations, driving a 29% increase in user-to-lead submissions and a 43% rise in engaged session users.
Beyond digital, Ted’s presence as a 3D talking metahuman at major offline events captivated attendees through live, interactive experiences—guiding visitors through solution exploration and strengthening engagement. This approach has successfully handled over 25,000 conversations at flagship events such as Wonderlab 2024, Jalin Nusa 2024, and Telkomsel Enterprise Solution Day 2025. Through responsive, human-like interactions, Ted not only elevates B2B experiences, but also enhances brand perception and creates more meaningful moments for customers and participants.
Industry professionals often face challenges in driving growth and achieving greater business effectiveness. While they understand the issues they encounter, identifying the right strategies and solutions can be difficult. Through Telkomsel Enterprise, Ted serves as a trusted partner—helping professionals discuss, explore, and implement tailored solutions that address their specific needs.
As a result of its impact, Ted received global recognition by winning the AI category at the Asian Technology Excellence Awards 2025. This achievement underscores Telkomsel Enterprise’s strong commitment to delivering seamless customer experiences, strengthening customer centricity, optimizing operations, and empowering businesses across Indonesia to fully embrace digital transformation beyond connectivity.
Explore more insights and innovations like this in the full Modern Marketing Reckoner 2025–2026 report at tsel.id/mmr-2026.
