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BSNL's Chatbot BAVA Will Now Answer Customer Queries

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Bharat Sanchar Nigam Limited (BSNL), a government-owned telco, has launched an online chatbot called BSNL Automated Virtual Assistant (BAVA) on its official website to address customer questions about BSNL services.

Customers may use the chatbot to get answers to questions about BSNL services as well as make online payments for their BSNL broadband, FTTH, and landline connections.

To use BAVA, customers can go to the BSNL website and click on the customer service tab. Users will see a chatbot here. “Hi, I am BAVA (BSNL Automated Virtual Assistant), your 24X7 personal assistant to support customers with BSNL SERVICES related queries,” BAVA responds, displaying options such as new link, happy to help, plan selection, and bill payment. The user is then given choices as well as a path to the main menu.

Users may insert their queries and send them, and the voice assistant has a microphone function for voice commands. When users enter their phone number in the chat box, BAVA displays the customer's name, unpaid bill amount, and a connection to pay bills online. Customers may also use the virtual chat bot assistance to register or monitor their pending grievances. Users can report a complaint by going to the Happy to Help tab and selecting the Register complaint or Monitor complaint options.

Users will be redirected to BSNL's Online Payment Portal after clicking the page, where they can pay using credit cards, debit cards, UPI, or online wallets.

For a period of 90 days from now, BSNL will waive installation charges for all forms of new connections in all circles. Bharat Fiber (FTTH), Bharat AirFiber (BAF), BBoWiFi, DSL Broadband, and landline connections are all eligible for BSNL's Free Installation Charge Offer.

According to Kerala Telecom, BSNL has integrated its fixed line services, including landline, broadband, and FTTH, in BAVA. It wants to incorporate chatbot assistance into all of its services. In addition, BSNL intends to introduce new online IT-enabled resources to enhance the customer experience.

Prior to this operation, EverestIMS Technologies Pvt Ltd (Everest), an Indian software product company specializing in software offerings for Unified IT Infra Management and ITSM, has successfully equipped the most prominent Indian telco brand, BSNL, with a one-stop solution.

Everest's integrated solution, which included the Infrastructure Management Suite (IMS) and an ITILv3-based Ticketing Engine (Station Manager), assisted BSNL in ensuring optimum service quality while also managing SLAs. BSNL had previously experienced significant difficulties in managing its company IT network, which was spread across various locations in Madhya Pradesh (MP).

According to Kerala Telecom, BSNL has integrated its fixed line services, including landline, broadband, and FTTH, in BAVA. It wants to incorporate chatbot assistance into all of its services. In addition, BSNL intends to introduce new online IT-enabled resources to enhance the customer experience.

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