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Airtel becomes first Sri Lankan telco to integrate Google’s Business Messages

• Enables instant chat with customer support via Google Search & Maps.

• Further investments in customer experience optimisation planned in coming months.

In a milestone for Sri Lankan Telco, the most preferred youth mobile network, Airtel Lanka announced its successful integration with Google’s Business Messages.

With the service now going live, the new feature enables a message button on Google Maps and Google Search, for anyone looking for support or information on Airtel. This feature eliminates the time taken for a customer to lookup a number, call a contact centre for information, thus improving overall customer experience.

Access to these platforms will be further enhanced with the integration of a BOT which is anticipated to be rolled out in the near future. This automated function will be able to identify the user’s requirements and provide solutions with minimal human interference in order to provide seamless customer experience on Airtel’s messaging platforms.

“Airtel has continuously invested in digitization leading to better customer experience. With the integration of Google’s Business Messages into our expanding range of digital customer touch points, we are proud to now be the first in Sri Lanka to offer another convenient new channel to reach us.”

“We hope that this ease of access will be a step in the right direction as we embrace the next generation of connectivity,” Airtel Lanka Managing Director/CEO, Ashish Chandra said.

The launch of Google Business Message is in addition to Airtel’s existing customer support platforms which includes Facebook Messenger and the live chat function on the telco’s website. Airtel subsequently rolled out customer care services on WhatsApp, Viber, Telegram and Twitter.

Airtel users can now access these functions through a platform of their choice. At present, a menu based BOT is deployed to address customer requirements and is in development phase of providing access to a wider range of services.

The integration of the messaging platforms will provide a simplified and personalised service across all digital entry points and will facilitate a seamless user experience in an increasingly fast-paced, digital-first world. As for traditional channels Airtel has now digitised all other customer access points including enabling users to on-board their Airtel journey digitally.

The telco will continue to double down on the optimization of digitised services to remain in reach for existing and new users alike. Airtel’s digitised customer services facility is available in all three local languages. If users wish to activate any of the mobile networks offerings via any social media applications, they may do so by paying through their existing credit balance or by recharging online.