Telecom
Telecom Customer Virtual Assistant
LLM virtual assistants and agent copilots for telecom customers.
Named Models
The research names no model for this use case.
Where this comes from
Models the research names for this use case. Research, with sources on each model record.
Who Runs It
production, 3planned, 3
XLSmart (XLSMART for BUSINESS)Country: IndonesiaESTA generative AI virtual assistant agent sold to enterprises and government (model not named)Vendor: XLSmartproductionDate12 Jun 2026Offered to enterprise and government customers; no named clientEvidence: company statementConfidence: lowSource: idxchannel.com
Smartfren (XLSMART)Country: IndonesiaSarah, generative AI virtual assistant on WhatsApp, MySmartfren and the website (model not named)Vendor: not statedproductionDate8 Jul 2025120,000 transactions since soft launch; 55 percent resolved or satisfied (company claim)Evidence: company statementConfidence: lowSource: gizmologi.id
TelkomselCountry: IndonesiaVeronika virtual assistant and agent copilot on Azure OpenAI Service (GPT version not stated)Vendor: MicrosoftproductionDate27 Feb 2024Self-service rose from 19% to 45%; messages per user up 140% (company and vendor)Evidence: company statementConfidence: lowSource: telkomsel.com, microsoft.com
Telkom Group (Telkomsel, TELIN) with MetaCountry: IndonesiaMeta Llama in WhatsApp chatbots including Veronika; TELIN NeuAPIX WhatsApp Business platformVendor: MetaplannedDate27 Mar 2025Planned; no resultsEvidence: company statementConfidence: lowSource: marketing-interactive.com
Smartfren with Google CloudCountry: IndonesiaCustomer Engagement Suite with Google AI chatbot and voicebot; BigQuery traffic analytics for automatic capacityVendor: Google CloudplannedDate15 Nov 2024AnnouncedEvidence: company statementConfidence: lowSource: selular.id
Indosat Ooredoo Hutchison with Google CloudCountry: IndonesiaContact Center AI, generative AI agents, creative AI hyperpersonalisation, geospatial machine learning, generative AI coding agents and enterprise searchVendor: Google CloudplannedDate14 Jun 2024All workstreams stated in the future tenseEvidence: company statementConfidence: lowSource: googlecloudpresscorner.com
Where this comes from
Documented uses by named organisations. The evidence column says who made the claim.
Candidate Models
SEA-HELM leaderboard, 58 models, SEA average
A general benchmark for this model class, not a test on this use case. SEA average and per-language (incl. Indonesian) scores for open-weight models. Higher is better. Showing 10 of 11.
Qwen3.6-35B-A3BAlibaba (Qwen) maintainer-run73.86Qwen3.5-35B-A3BAlibaba (Qwen) maintainer-run73.55
gemma-3-27b-itGoogle maintainer-run64.54
Gemma-SEA-LION-v4-27B-ITAI Singapore maintainer-run64.35
gpt-oss-20bOpenAI maintainer-run60.64
Llama-3.3-70B-InstructMeta maintainer-run60.44Qwen3-8BAlibaba (Qwen) maintainer-run60.33
GLM 4.7 FlashZ.ai (Zhipu) maintainer-run53.76Gemma-3-4B-itGoogle maintainer-run47.84
Nemotron 3 Nano 30B-A3BNVIDIA maintainer-run46.89050100
Nemotron-SEA-LION-v4.8-120B-A12BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 monthsNemotron-SEA-LION-v4.8-30B-A3BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 monthsQwen-SEA-LION-v4.5-27B-ITAI Singapore, LLMReleasedMay 2026open weightsIndonesian statedhas scoreslast 18 monthsQwen3.6-35B-A3BAlibaba (Qwen), LLMReleasedApr 2026open weightsruns on edgehas scoreslast 18 monthsNemotron 3 SuperNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 monthsNemotron 3.5 Lightning 30B-A3BNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 monthsgpt-oss-120bOpenAI, LLMReleasedAug 2025open weightsIndonesian statedhas scoreslast 18 months
Granite 4.2 8BIBM, LLMReleasedSep 2026open weightshas scoreslast 18 months
Hy4-previewTencent, LLMReleasedAug 2026open weightshas scoreslast 18 monthsGLM-5.3Z.ai (Zhipu), LLMReleasedAug 2026open weightshas scoreslast 18 monthsShowing 10 of 402. All models of this class
Where this comes from
Derived, not researched: models in the directory whose class matches a class this use case uses, excluding family records and models shut down or deprecated. Ranked by how many fit facts they meet, then by release date. Each fit fact is read from the model record.
Links
Modelsnone recorded
Deployments 6
Indosat Ooredoo Hutchison with Google CloudContact Center AI, generative AI agents, creative AI hyperpersonalisation, geospatial machine learning, generative AI coding agents and enterprise search, IndonesiaSmartfren (XLSMART)Sarah, generative AI virtual assistant on WhatsApp, MySmartfren and the website (model not named), IndonesiaSmartfren with Google CloudCustomer Engagement Suite with Google AI chatbot and voicebot; BigQuery traffic analytics for automatic capacity, IndonesiaTelkom Group (Telkomsel, TELIN) with MetaMeta Llama in WhatsApp chatbots including Veronika; TELIN NeuAPIX WhatsApp Business platform, IndonesiaTelkomselVeronika virtual assistant and agent copilot on Azure OpenAI Service (GPT version not stated), IndonesiaXLSmart (XLSMART for BUSINESS)ESTA generative AI virtual assistant agent sold to enterprises and government (model not named), Indonesia
Sources
- telkomsel.com/en/about-us/news/telkomsel-expands-ai-collabo... https://www.telkomsel.com/en/about-us/news/telkomsel-expands-ai-collaboration-microsoft-enhance-customers-digital-lifestyle
- Telkomsel customer support teams speak volumes,with help from copilot based on Azure OpenAI Service | Microsoft Customer Stories microsoft.com https://microsoft.com/en/customers/story/1739790055278570755-telkomsel-azure-openai-service-telecommunications-en-indonesia
To cite this page: Project AURION, AI Use-Cases Research & Innovation, "Telecom Customer Virtual Assistant", https://aurion.semai.id/usecases/tel-customer-virtual-assistant/, records of October 2026.