Joy Agwunobi
Airtel Nigeria has launched ‘Airtel Assist’, a WhatsApp-based self-service chatbot designed to deliver real-time support, marking a new milestone in the company’s digital transformation and customer experience strategy.
The service, accessible exclusively to Airtel subscribers, provides a round-the-clock digital assistant that enables customers to check balances, buy airtime or data, make secure payments, troubleshoot issues, and receive personalised support—all within the familiar environment of WhatsApp.
Speaking on the launch, Dinesh Balsingh, chief executive officer of Airtel Nigeria, said the initiative demonstrates the company’s determination to integrate customer care into everyday digital habits.
“This is Airtel meeting Nigerians exactly where they are, on platforms they trust and use every day. It’s fast, secure, and always available, designed to serve real people with real needs in real time,” he said.
Also commenting, Ismail Adeshina, director of marketing at Airtel Nigeria, stressed that the chatbot was designed to balance efficiency with empathy.
“Everything about Airtel Assist is designed to simplify and enhance the way our customers engage with us,” he noted.
Highlighting its local relevance, Oyebowale Akideinde, head of digital products and innovation, explained that Airtel Assist was built around Nigerian consumer behaviour.
“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,” he said.
The unveiling underscores Airtel’s broader push into AI-powered service tools aimed at reducing wait times, enhancing security, and delivering personalised interactions. By embedding customer service into WhatsApp, Airtel positions itself as a customer-first, innovation-driven operator in Nigeria’s competitive telecoms landscape.
