Airtel Thanks App Adds Six AI Agents for Customer Services

Bharti Airtel has introduced six artificial intelligence agents into its Airtel Thanks app, in a move aimed at enhancing digital services for its more than 380 million users. The new agents will operate collaboratively to streamline customer interactions across billing, payments, purchases, and support.

Six AI agents introduced

The company announced that the agents have been named Data, Buy, Build, Pay, Serve, and Channels. Each agent is designed to perform a specialised function, while being coordinated by a central AI system that ensures smooth communication between them.

According to Airtel, the agents allow the Airtel Thanks app to work more like a search engine. Customers can request services or resolve issues through natural, conversational interactions rather than navigating multiple menus.

Enhanced customer experience

The integration covers core functions, including mobile data queries, plan purchases, bill payments, troubleshooting, and customer service requests. Airtel said the AI agents will be able to anticipate user needs, guide customers to relevant options, and provide faster resolution compared to traditional interfaces.

The deployment is among the largest of its kind in India’s telecom sector, given the scale of Airtel’s user base. By consolidating key services into an AI-driven framework, the company aims to simplify digital interactions while ensuring consistency across its various offerings.

Industry context

Telecom operators in India have increasingly turned to artificial intelligence to enhance customer engagement and reduce service bottlenecks. Airtel’s introduction of multi-agent AI comes at a time when companies across sectors are adopting conversational and generative AI to improve user experience.

Airtel has stated that the six agents represent an early step in its broader AI-first approach, with future updates expected to expand the role of intelligent automation within its platforms.