Airtel Rolls Out ‘Assist’ For Seamless Customer Service

Airtel Nigeria has taken a significant step forward in customer-centric innovation with the launch of Airtel Assist. This AI-powered self-service chatbot provides a seamless experience on WhatsApp.

The tool offers real-time, 24/7 support to users across Nigeria, reinforcing the telecom giant’s ongoing digital transformation agenda.

While the initiative has been designed as a personalised, secure, and round-the-clock solution, Airtel Assist enables customers to perform a wide range of functions directly through WhatsApp, from checking balances and buying airtime or data, to making payments and troubleshooting issues, without the need for a call or physical contact.

Speaking on the development, CEO of Airtel Nigeria, Dinesh Balsingh, said, “This is Airtel meeting Nigerians exactly where they are  on platforms they trust and use every day”

“With Airtel Assist, we are adapting technology at the personal level. It’s fast, secure, and always available, designed to serve real people with real needs, in real time.”

However, the new chatbot clearly demonstrates Airtel’s commitment to embedding AI into its service delivery framework. By automating key functions, Airtel aims to reduce customer wait times and increase satisfaction while maintaining high standards of security and accessibility.

The director of Marketing (Airtel Nigeria), Ismail Adeshina, remarked that the platform was built with empathy and convenience in mind.

“Everything about Airtel Assist is designed to simplify and enhance the way our customers engage with us“

“To check data balance in the middle of a conversation, buying data while commuting, or resolving issues after hours, Airtel Assist is always available on their phones,” he said.

On his part, Head of Digital Products & Innovation, Oyebowale Akideinde, added that the chatbot’s design reflects a deep understanding of the Nigerian user base.

He said, “With Airtel Assist, we’re unlocking a human way to connect on one of Nigeria’s favourite digital platforms: WhatsApp! You can now recharge, check balances, and get help instantly”

Additionally, the move positions Airtel Nigeria at the forefront of telecom innovation. It uses scalable technology to deepen engagement and streamline service in a market where digital convenience is increasingly paramount.