Telecom operator Airtel has entered into a collaboration with Google to simplify its customer service experience. The telco is integrating AI-powered Google Assistant into its customer care which will allow customers to get instant information to their frequent account related queries.
“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’,” Sarang Kanade, Director, Customer Experience & Retail, Bharti Airtel.
A part of Airtel’s digital innovation program Project Next, it is aimed at transforming the customer care experience. To begin with, the feature is only available in English, but the company is promising to roll out support for multiple regional languages, something that will help in delivering personalized experience to millions of Indians. Airtel will also be tracking the questions customers ask, and enable those responses via Google Assistant. With this approach, Airtel is looking at improving its robustness and flexibility of Airtel voice Action.
How to enable Airtel’s digital customer care
Android users need to long press the Home Button to launch the Assistant. If you are on iOS using an iPhone, you need to download Google Assistant and sign-in with your Google Account.
In this step, you need to speak to the Assistant with the following trigger keywords – ‘Get Airtel’ or ‘Talk to Airtel’ or ‘Ask Airtel.’
To fetch your account details, Google Assistant will ask you to link your Airtel account with Google. You will be asked to enter your mobile number, accept the terms and conditions, and then authenticate using an OTP. Once the account linking is complete, you can start asking Airtel account related questions.
So, what all can you ask the Google Assistant?
Currently, you can ask – What is my data balance, best offers, recharge and what is my account balance.
In case you are a postpaid customer, you can ask by saying – What is my current outstanding, bill summary, bill pay, current data usage, current plan, and what are the available postpaid plans. If you think your bill is too high, you can even ask “why is my bill so high” and it will revert back with itemized summary of the charges incurred.