JAKARTA, July 8, 2025 – PT XLSMART Telekom Sejahtera (XLSMART) remains committed to enhancing the customer experience by providing new technologies and high-quality services to its entire user base. In preserving its spirit of Together, Go Beyond, XLSMART's Smartfren service brand officially introduces Sarah, a virtual assistant powered by GenAI (Generative Artificial Intelligence) that aims to provide faster, more responsive, and solution-driven customer service experiences. Sarah is now the new face of Smartfren Care, ready to assist customers with an array of service needs through digital platforms.
David Arcelus Oses, Director & Chief Commercial Officer of XLSMART, stated, “The launch of Sarah is part of our continuing dedication to improving customer service through efficient and accessible digital solutions. Smartfren users may now access data and assistance more quickly and efficiently, straight from the palm of their hand. Furthermore, customers will have a better digital experience as we seek to establish a modern, responsive, and relevant digital service ecosystem for today's Indonesian society."
David added that with a more proactive, intelligent, and personalized approach, Sarah is not just a chatbot, but a representation of Smartfren as a digital friend always ready to help.
Sarah is a chat-based virtual assistant designed by Smartfren to provide a more responsive, proactive, and solution-focused customer service experience. She is here to assist customers in accessing information and meeting their varied service needs in a timely, accurate, and personalised manner. Sarah, an interactive chatbot, can be accessible through WhatsApp (0888-1212-888), the MySmartfren app, or the Smartfren website. Customers can access support or information at any time without having to wait in conventional queues as the service is open 24 hours a day, seven days a week.
Through conversational interaction, Sarah can respond to customer queries ranging from data quota checks, package and billing information, to promotional product details. Sarah's capabilities, which are powered by continuously learning GenAI technology, will get more accurate over time by continuing to adapt to user needs and preferences.
Smartfren invites all customers to begin interacting with Sarah on July 8, 2025, and experience a new way of communication with customer care that is always AVAILABLE and solution-oriented. Customers can get additional information at www.smartfren.com.
The XLSMART network, which includes over 200,000 BTS, the majority of which are 4G, as well as a large fibre optic backbone network spread throughout numerous regions and islands throughout Indonesia, ensures smooth connectivity for Smartfren users.