To simplify the customer service and to improve the experience, Bharti Airtel is tying up with Google. The telecom will integrate Google Assistant, which is powered by artificial intelligence, with its customer care service. The move comes due to the intense pressure the company is facing from the competition. Revenue and margins have drastically reduced, and the AI is meant to decrease costs related to customer service. Airtel has already been using AI, along with machine learning, for its app – MyAirtel and website- airtel.in. Now, by incorporating the voice-command driven technology in call centres, it hopes to resolve problems faster and provide support to its agents.
Airtel has acquired a Bengaluru based start-up, Authme, to help with this AI integration. Besides the core team of the start-up, the telecom firm has bought the proprietary intellectual rights of Callup AI and Fintech OCR. The two solutions are the flagship products of Authme. The new artificial based service will roll out in regional languages too so as to cover the 350 million subscribers of the network in one go. Even after the AI is live, Airtel will keep on tracking the queries put up by a customer, but the responses will be given via Google Assistant.