Bharti Airtel taps Amdocs to add AI to customer service experience

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Image credit: singh_lens |

Bharti Airtel and Amdocs have announced a strategic partnership to create an innovation foundry to introduce new AI technologies and practices to enhance Airtel’s customer service experience.

By leveraging Amdocs innovation centers, delivery expertise, and its ecosystem of startups, Amdocs will deploy machine learning and advanced artificial intelligence (AI) based technologies across Airtel’s multiple lines of business to help pre-empt and self-heal operational issues, introduce smartbots into digital channels, and quickly launch and activate new services, all to enable a seamless customer experience.

Airtel recently rolled out ‘Project Next’, its digital innovation program aimed at transforming customer experience across all of its services and touch points. It plans to launch several digital innovations to simplify and enhance interactivity of the Airtel customer experience.

“This program is at the epicenter of two innovation waves: India’s fast growing and dynamic market and the communications industry’s amazing pace of change,” said Eli Gelman, president and chief executive officer at Amdocs.

Airtel has previously deployed Amdocs solutions for billing, and now they are augmenting that with Amdocs’ digital technologies.

“Amdocs’ sharp focus on telecoms and their DNA of cutting edge innovation will add immense value to Airtel’s digital transformation journey and help us to deliver a world class experience to our customers,” said Gopal Vittal, MD and CEO (India and South Asia) at Bharti Airtel India.

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