Airtel integrates Google Assistant into customer care

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Image credit: TK Kurikawa /

Bharti Airtel announced that it has collaborated with Google to integrate its customer care with AI-powered Google Assistant.

This will enable Airtel’s smartphone customers to get instant resolution to frequent account related queries, the operator said.

The Google Assistant customer care feature currently supports only English, but going forward, Airtel intends to roll it out in multiple regional languages. Similarly, Airtel will track what questions customer are asking and enable responses to them via Google Assistant.

Just exactly what Airtel customers can ask Google Assistant depends on whether they are prepaid or postpaid customers.

For example, service related questions for prepaid customers include data balance, account balance, best offers and recharge. Postpaid customers can pay bills, request a bill summary, check their current plan, current data usage, and ask: “Why is my bill so high?”

Sarang Kanade, director of customer service delivery at Bharti Airtel said the move to adopt Google Assistant is part of the operator’s digital transformation journey.

“With smartphones fast becoming the norm for every Indian, this will make digital self-care much more interactive and step up the customer experience,” he said.

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