Among few of the big telecom companies of India, Reliance Jio and Airtel are investing their important time in AI to enhance their Customer Service Experience
Two of the big telecommunication giants of India, Reliance Jio & Airtel is on their way to introduce AI Technology to enhance and provide better Customer Service experience to their existing users and the newly joining customers to understand the level of help and comfort they want to provide. This is all in order to maintain their name and the customer following in the tight market right now.
Airtel, India’s 2nd largest telco partnered with internet major Google to ease the customer service experience by involving its customer care with the Artificial Intelligence-powered Google Assistant.
Jio, on the other end, already introduced voice command on its MyJio application to simplify customer service experience for its subscribers.
Bank of America Merrill Lynch in its recent report said that voice AI is a focus area for the Mukesh Ambani-led telco. The AI-based voice command feature is working well for the telco.
Jio is also taking steps ahead for the in-house development of AI technology-based products and solutions.
Jio’s director and Mukesh Ambani’s son, Akash Ambani, is creating a team of professionals on AI and its multiple use cases for the telecom firm.
Airtel’s effort in AI Technology no less than its Rival
“Efforts to automate customer service is already visible through apps. Airtel has already made sizeable efforts on this front and is seeing a good response on its MyAirtel app. It makes a lot of sense to adopt AI technology to automate given the cost of human interaction has increased 20-30%,” Sanchit Vir Gogia, chief analyst, founder and CEO, Greyhound Research, told ET.
“Indian telcos need to make their subscribers use these features. Airtel’s app for self-service is well received. Jio’s user base is different, and they may not use such a feature as aggressively,” he said, adding that bottom line is user adoption.
Airtel, in a statement, stated that it will roll out their new Customer Service in multiple regional languages to cater the vast subscribers and the users available in India.
Same as Reliance Jio, Airtel is up to use the voice feature and provide very detailed and almost surreal experience help to the users. They are using Google-Assistant which would keep improving over time and learn from errors.
“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 such exciting solutions for ‘Digital India’,” Sarang Kanade, Director, Customer Experience & Retail, Bharti Airtel said in a statement.
Airtel is already using Artificial Intelligence and Machine Learning to enhance customer experience through its MyAirtel application.
More details are provided on www.airtel.in in a chance to increase stickiness on its network.
Airtel recently said that it was getting hands on the core team of Bengaluru based start-up Authme, and intellectual proprietary rights of the latter’s two flagship solutions — Callup AI and Fintech OCR – to fortify its artificial intelligence (AI)-based products and services to better serve its subscribers.
The initiative is a part of Project Next – Airtel’s digital innovation program, which is focused on transforming customer experience across all of its services and touch points.
“We think AI is an enabler and will always remain as a background technology having a great potential to bring in significant savings to any business. Bots have emerged as a popular use case and offer great saving to telcos,” Tarun Pathak, associate director at Counterpoint Research said.