Transforming Employee Experience with AI Assistance
Senior Product Designer
Focus on crafting design solutions and interfaces that align with objectives. Responsible for prototyping, testing, and iterating designs while maintaining consistency, standards, reusability, and applying design principles to deliver the best user experience.
The Internal Generative AI Assistant is a solution built to enhance employee productivity by providing instant, context-aware support for daily workflows.
improve productivity by minimizing repetitive queries, It helps reduce repetitive tasks, accelerate onboarding, streamline knowledge access, and ensure consistent understanding of policies, creating a more efficient and collaborative workplace.
Discovery activities included workshops, stakeholders include teams interviews, comparative analysis and define success metrics.
The discovery revealed several key challenges
In daily operations, employees often face challenges such as knowledge silos, repetitive frequently asked questions, uneven understanding of SOPs and policies, slow onboarding for new talent, and confusion in project coordination. While these issues can be addressed through the use of public AI, potential risks remain, including data leakage, misalignment with local context, and non compliance with company policies.
Success metrics
Maintain a minimum of 40% monthly active users and a 90% adoption rate within the IT Digital Directorate, while ensuring that feedback indicating incorrect or irrelevant answers remains below 30%.
Start design with mapping the user and focussing create solustion base on challenge to achive success metric
The design revealed several steps
Guided by insights from the discovery phase, we crafted an empathy map, journey map, and sitemap to establish clear benchmarks for evaluation, solution ideation, and visualization of potential improvements. We then developed a brand personification base on telkom indonesia style, define tone of voice and system prompt. Before moving into interface design, we set up a comprehensive design system to ensure consistency and scalability across all visual outputs.
Solution
Developing an on-premise AI solution based on Large Language Models (LLMs), operating within Telkom’s environment, and tailored with data, language, and knowledge specific to Telkom’s needs.
A clean and compact interface with internal SSO, a knowledge reference base and an integrated knowledge management system.
Crafting an AI assistant interface and experience that is capable of answering questions, analyzing, summarizing, and engaging in discussions related to tasks, as well as searching the internet and retrieving internal company information or data in accordance with employee unit access rights. All accessed or uploaded information will be stored on-premise within the company’s knowledge management system environment, which manages and organizes information or knowledge that can be accessed either by specific units or made publicly available to all employees.
Achieving 116% Adoption, 69% Active Users, and 59.3% Positive Feedback, 200+ Internal Documents Securely
Within just one month after launching, TelkomGPT has achieved remarkable traction and measurable impact, reaching a 116% adoption rate and engaging 69% active users, indicating strong user trust and repeated usage. Over 51% of sessions fall into the medium intent category, showing that employees are actively leveraging AI features like prompt optimization and guided tours for meaningful tasks. With an average session duration of 4.7 minutes, the tool has become a reliable productivity companion across teams. Feedback analysis reveals that 59.3% of users reported positive experiences citing accuracy and helpful support, while areas for enhancement include onboarding flow and contextual data refinement. Since the AI runs fully on-premise, employees can upload highly sensitive documents and today, the system securely stores 200+ internal documents and datasets, all indexed safely for AI reasoning. Overall, TelkomGPT is successfully accelerating AI-driven efficiency and digital fluency within Telkom Indonesia.
