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Airtel partners with Google Assistant to provide customer care

Airtel has collaborated with Google to provide answers to some customer care queries into Google’s virtual assistant. This is a part of Airtel’s ‘Project Next’ which deals with customer service and touch points. We have a feeling that Google Assistant may be available on these customer facing physical touch points in the future.

For now, the assistant is available for Airtel prepaid and postpaid customers and answers queries related to data balance, best offers, bill outstanding and payments, bill summary and postpaid plans. The assistant is only available in English right now, but will be rolled out in multiple regional languages, Airtel said. It did not mention a timeline for this.

Airtel users will have to connect their mobile numbers to the Google Assistant. The assistant can answer the following customer care queries:

For postpaid customers:

  • What is my current outstanding?
  • Why is my bill so high?
  • Bill Summary, Pay bill
  • Current data usage?
  • What is my current plan?
  • What are available Airtel Postpaid Plans?

For prepaid customers:

  • What is my data balance
  • Best Offers
  • What is my account balance
  • Recharge

Google Assistant is available in 16 languages, of which only one is Indian – Hindi. It was first launched with Google’s chat app Allo in May 2016.

Airtel’s AuthMe acquisition

Earlier this month, Airtel acqui-hired Bangalore-based AuthMe ID Services. AuthMe’s employees will join Airtel X Labs, which works on technologies like VR and the Internet of Things (IoT). Airtel also got the IP for Fintech OCR, which is built to recognize text on KYC documents and bank statements. AuthMe develops Callup, a voice chatbot for customer service that Airtel will incorporate in its business.

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