Banglalink Brings Breakthrough with AI-Powered Customer Care

For the first time in Bangladesh’s telecom sector, Banglalink has introduced an AI-driven customer support system, a move the operator describes as a major milestone in its commitment to AI-based innovation and a new dimension in customer service.

The newly launched system leverages advanced artificial intelligence to identify customer issues and enables complaints to be filed automatically with minimal human intervention. It analyzes handset, SIM card, and network conditions to generate reports tailored for customers.

If the problem remains unresolved, the system itself prompts the customer to lodge a complaint, which is then transferred to a live agent for further assistance.

In the near future, additional complaint categories will be incorporated, making the intelligent system faster, smarter, and more precise in delivering customer support — thereby setting a new benchmark in the nation’s telecom sector.

Banglalink’s Customer Experience Team has designed the mechanism to ensure that customers receive real-time clarity, complete transparency, and round-the-clock assistance. As a result, subscribers are expected to experience faster resolutions and smoother service at every step.

Taimur Rahman, Chief Corporate and Regulatory Affairs Officer of Banglalink, stated: “We always strive to make the customer journey smarter and simpler. This new AI-driven complaint management system is another step in our customer-centric planning. It can instantly identify problems and generate complaints, which makes it possible to provide services more accurately, quickly, and effortlessly.”

He further added: “This innovation is a reflection of our customer-centric mindset. We are consistently embedding intelligence into every step. To enhance customer satisfaction and improve operational efficiency, we will further expand the use of AI.”