Airtel Launches Google Assistant Based Customer Care

Bringing one more industry firsts, country’s largest telecom operator Bharti Airtel Monday launched customer care services based on Google Assistant – an artificial intelligence platform developed by the internet giant.

As per the company Airtel smartphone customers will now able to get instant resolution to their frequent account related queries through the Google Assistant. The operator has collaborated with Google to simplify its customer service experience by integrating its customer care with the Artificial Intelligence-powered Google Assistant.

This new feature will allow customers to have rich conversational experiences with Airtel, the operator claims.

Some of the services that can be accessed via Google Assistant include best offers, bill plans, data balance, account balance, bill summary and current outstanding etc. The company is planing to add more features to the process in coming times.

These features are right now available in English but going forward, Airtel will roll it out in multiple regional languages to help deliver an even more personalized experience to millions of Indians and encourage them to get online. Similarly, Airtel will continue to track what questions customer are asking and enable responses to them via Google Assistant, thus improving the flexibility and robustness of the Airtel voice Action.

The initiative is a part of Project Next – Airtel’s digital innovation program, which is aimed at transforming customer experience across all of its services and touch points. Airtel plans to launch several exciting digital innovations to step change the simplicity and interactivity of its customer experience.

Sarang Kanade, Director, Customer Experience & Retail, Bharti Airtel said: “As part of our digital transformation journey, this is another yet innovation to empower our customers. With smartphones fast becoming the norm for every Indian, this will make digital self-care much more interactive and step up the customer experience. We will continue to bring more of such exciting solutions for ‘Digital India’.”

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