Telkomsel customer support teams speak volumes—with help from copilot based on Azure OpenAI Service
Telkomsel — The company created its now overwhelmingly popular “Veronika” virtual assistant with Microsoft Azure OpenAI.
- Agent or tool
- Azure OpenAI
- Topic
- Customer Support
- Reported on
- Case study (Microsoft)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 543 by interest), and one of 31 involving Azure OpenAI.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Azure OpenAI or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Azure OpenAI.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/1739790055278570755-telkomsel-azur…. Our summary is a paraphrase; details are in the source.
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