Telkom Indonesia adopts AI-driven Customer Happiness Index

Photo by Gradikaa

Lynx Analytics and Telkomsigma are collaborating to deliver the Customer Happiness Index, an AI-driven analytics solution to improve customer experience, to Telkom Indonesia’s consumer segment.

The two partners said this will support Telkom Indonesia in its mission to be the most preferred digital telco in the Southeast Asian country. The project is expected to see the creation of rich data pipelines to feed the Customer Happiness Index.

This will enable Telkom Indonesia to have detailed information about the drivers behind customer satisfaction. The solution will allow Telkom Indonesia to predict crucial customer experience metrics such as Net Promoter Score (NPS) for any subscriber across its entire base and give indications on how to improve NPS.

Also, this represents highly valuable information as Telkom Indonesia is rapidly expanding its network and adding subscribers.

“Producing quality customer experience is a must in today’s world, but customer satisfaction can be volatile. Customer Happiness Index allows operators to eliminate the guesswork when it comes to improving customer experience,” said Gyorgy Lajtai, Lynx Analytics’ CEO.

“Our solution is like having data science in a box; it provides the necessary insights to guide successful customer experience improvement initiatives” he added.