Airtel Collaborates With Google Assistant To Enhance Customer Service Experience

Key takeaways

Airtel is enhancing its customer service by integrating Google Assistant into its offerings.
Users can now resolve account-related queries instantly through a conversational AI experience.
The feature will initially support English and expand to multiple regional languages.
This initiative is part of Airtel's Project Next, aimed at transforming customer experience.
Airtel plans to introduce additional features to further improve its digital innovation programme.

In an interesting development, Airtel has collaborated with Google to simplify its customer service experience by integrating AI-powered Google Assistant with its customer care offerings. Airtel users will now be able to get their accounted related queries resolved instantly through Google Assistant. This new feature will allow Airtel users to have a rich conversational experience. Currently available in English, the feature will be rolled out in multiple regional languages going forward to help deliver a more personalised experience to millions of Indians and encourage them to get online. It will also keep a track on the questions that customers are asking and enable responses via Google Assistant to improve flexibility and robustness of Airtel Voice Action.

The initiative is a part of Project Next, which is Airtel’s digital innovation program aimed at transforming customer experience across all of its services and touch points. As a part of this plan, Airtel also plans to launch several other exciting digital innovations to bring simplicity and interactivity of its customer experience. During the launch, 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’.” Some of the questions that Google Assistant can answer: Prepaid-

What is my data balance Best Offers
What is my account balance Recharge

Postpaid-

What is my current outstanding?
Why is my bill so high?
Bill Summary, Pay bill
Current data usage?
What is my current plan? What are available Airtel Postpaid Plans?

How can Airtel customers use the Google Assistant? Android users can long press the home button to launch assistant, whereas iOS users will have to download Google Assistant on the phone. Airtel assistant opens within Google Assistant on saying— “Talk to Airtel”, “Ask Airtel” or “Get Airtel”. To get the account details of user for the first time, the Airtel assistant will ask to link the Airtel account with Google. On clicking yes, user is asked to enter mobile number, accept terms of service, upon which OTP is received. Entering the OTP finishes the complete linking to Airtel account.

Key takeaways

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