XL Axiata Drives Digital Transformation with the Power of Artificial Intelligence (AI)

Yessie D. Yosetya, Director & Chief Enterprise Business and Corporate Affairs Officer, stated, "The use of AI at XL Axiata is not merely a trend, but a key strategy to enhance efficiency, offer a more personalized customer experience, and create new business opportunities. We see AI as a critical technology that plays an essential role in supporting the effectiveness and efficiency of our operations, including improving customer experiences."

According to Yessie, XL Axiata has implemented AI across various operational sectors, resulting in competitive advantages. In network management, AI contributes to predictive maintenance, real-time traffic management, and autonomous network planning. This enables XL Axiata to improve service reliability and reduce downtime, positioning the company at the forefront of network performance.

Before implementing AI, XL Axiata consistently faced issues with excessive power consumption and challenges in tower planning and upgrades. After using AI, energy consumption has decreased, carbon footprints have been reduced, ROI on tower construction has improved, service quality has increased, and NPS has risen by 5-6 points.

On the customer service front, XL Axiata utilizes AI to enhance personalized customer experiences. AI-based solutions allow XL Axiata to provide instant, personalized customer support, boosting satisfaction and loyalty. For example, with AI, the average handling time for customer complaints has decreased by up to 50%. First-call resolution has improved by 60%, net promoter scores have increased by 4-5pts, and churn rates have dropped by up to 5%.

AI also allows XL Axiata to boost operational efficiency. The application of AI facilitates the automation of various processes such as sales, service, and customer onboarding, reducing costs and improving operational efficiency. This approach differentiates XL Axiata from its competitors.

Additionally, XL Axiata leverages AI to extract insights from large datasets, opening new revenue streams, such as offering AI-based solutions to external partners and industries, transforming the company into a technology-driven company.

Risk Mitigation and AI Ethics

"XL Axiata recognizes the potential risks related to cybersecurity and data vulnerabilities that may arise from AI integration. Therefore, XL Axiata is committed to implementing AI responsibly and ethically," Yessie added.

The risk mitigation strategies implemented by XL Axiata include, first, the application of specific cybersecurity protocols for AI. XL Axiata employs robust cybersecurity systems to continuously monitor potential threats, detect anomalies, and respond to cyberattacks in real-time.

Second, XL Axiata adheres to strict data governance policies, ensuring that customer data is handled, stored, and processed securely. Encryption, anonymization, and compliance with regulatory standards (such as GDPR) are essential parts of XL Axiata's data protection efforts in AI systems.

Third, conducting regular security audits and vulnerability assessments. XL Axiata routinely performs security audits and penetration testing to identify potential vulnerabilities in AI systems. This proactive assessment helps address risks before they can be exploited.

Fourth, promoting interdepartmental collaboration. XL Axiata encourages teamwork among AI, IT, and cybersecurity teams to ensure that security measures are integrated into AI solutions from the beginning. This comprehensive approach ensures that risks are managed throughout every phase of AI implementation.

Fifth, providing training to enhance employee awareness. XL Axiata invests in ongoing training for employees to raise awareness of cybersecurity threats and best practices, particularly when interacting with AI tools. This helps minimize human errors that could lead to vulnerabilities.

Investment in Talent Development

XL Axiata also realized that implementing AI requires a skilled workforce. Therefore, the company actively invests in reskilling and upskilling programs for employees. These programs include AI and digital literacy training. XL Axiata provides digital literacy training to employees across all units, ensuring they understand the fundamentals of AI and its implications for business processes.

Reskilling is also offered for roles affected by automation. XL Axiata provides reskilling programs for employees whose jobs may be impacted by automation, including training in new areas such as data analytics, AI operations, and digital marketing. For upskilling in AI and data science, XL Axiata offers advanced training in AI, machine learning, data science, and analytics for technical and operational staff.

Moreover, XL Axiata partners with educational institutions to provide employees access to specialized courses and certifications in AI, data science, and digital transformation. Lastly, XL Axiata has established an AI (CoE) where employees can collaborate, learn, and experiment with AI technologies. Senior staff and AI experts also serve as mentors, guiding teams on how to leverage AI for problem-solving and innovation.

Through these efforts, XL Axiata is committed to becoming a leader in the telecommunications industry in Indonesia, utilizing the potential of AI to offer the best services and create new opportunities for customers, partners, and employees.