Airtel Africa has announced a groundbreaking partnership with Xtelify, a wholly owned subsidiary of Bharti Airtel, to deploy an artificial intelligence-powered software platform across its 14 African markets. This strategic move aims to simplify telecom operations and significantly improve customer experience.
The AI-powered platform, designed to tackle the complexities of the telecom industry, will empower Airtel Africa’s 150,000 field agents with deep market insights. These insights will enable micro-targeted strategies, allowing the company to better understand its customers and deliver personalised experiences.
At the heart of this partnership is the deployment of Xtelify’s Data Engine and Work platforms. These cutting-edge tools will provide Airtel Africa with a converged data engine for AI-led insights and intelligence at scale, a workforce platform for real-time task streamlining, and an experience platform for managing every element of the customer journey.
The deployment of Xtelify IQ will enable secure, real-time, omnichannel customer engagement, enhancing both service quality and customer experience. This will allow Airtel Africa to respond swiftly to customer needs, improve satisfaction, and build loyalty.
Jacques Barkhuizen, Group Chief Information Officer at Airtel Africa, hailed the partnership as a transformative leap in the company’s mission to build Africa’s digital future. “By harnessing Airtel’s AI platforms that have proven scale in India, we are not only simplifying our operations but also accelerating hyper-personalized experiences for our customers,” he said.
Bharti Airtel’s Chief Business Officer echoed this sentiment, expressing excitement about the partnership’s potential to drive digital transformation and address industry challenges like spam and fraud. “We are thrilled to partner with Airtel Africa. By combining our innovative Xtelify platform with Airtel Africa’s vision, we will drive their digital transformation and ensure utmost customer protection,” he said.
This partnership is expected to drive sustainable growth, innovation, and unmatched value across Airtel Africa’s 14 markets, setting a new benchmark for the industry.
