Airtel Aims To Focus On Digital Ops; Hiring Increased by 150% In Last Two Years
"This massive talent ramp-up is rooted in Airtel’s strategy of in-sourcing a large part of its digital processes in order to build products with much sharper customer focus,” said the company's spokesperson.
With the aim of monetizing, digital operations in the future, the company is making changes in the structure to improve focus on digital operations.
The company is taking such measures as its adversaries like Reliance Jio Infocomm (Jio) and Vodafone Idea (Vi) are also looking at AI, machine learning, IoT based solutions as the growth drivers.
Enhancing its digital services Airtel along with teams of engineers and data scientists at Airtel X Labs have built AI enabled 'chat bots' that will talk to customers in over 12 Indian languages and solve their service request, telco with about 340 million subscribers added.
“Airtel Xlabs is the largest technology startup in India. Our engineering teams have been building using a lot of open-source stack, solving problems ranging from distributed computing, high performance mobile apps, voice bot, understanding customer behaviour, building recommendation systems.,” said Sunil Goyal, Head, Digital Customer Experience Engineering for Airtel.
