TLDR: Bharti Airtel is deploying six artificial intelligence (AI) agents within its ‘Thanks app’ to enhance customer interactions across various services, including buying, billing, payments, and customer care. This initiative, developed over the past 18 months and housed under its subsidiary Xtelify, aims to transform the search experience for its over 380 million customers.
Bharti Airtel, India’s second-largest telecom services provider, is making significant strides in artificial intelligence integration to redefine its customer experience. The company has been diligently developing and integrating six distinct AI agents into its popular ‘Thanks app’ over the last 18 months, with active deployment accelerating in recent quarters. This strategic move is set to revolutionize how Airtel’s vast customer base, exceeding 380 million, interacts with services related to buying, billing, payments, and customer care.
The AI agents are being built on Airtel’s proprietary data platform, leveraging advanced capabilities to provide more intuitive and efficient customer search experiences. The entire project is being managed under Xtelify, a wholly-owned subsidiary of Bharti Airtel, underscoring the company’s commitment to this technological advancement.
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This initiative reflects a broader industry trend towards AI-driven customer service, aiming to offer personalized and seamless support. While specific quotes from Airtel executives were not available in the sourced information, the deployment of these AI agents signifies a major investment in digital transformation and customer-centric innovation.
