Airtel Nigeria has launched a WhatsApp-based self-service chatbot, Airtel Assist, in a bid to improve customer service and strengthen its digital transformation push, the operator said in an email.

The tool allows subscribers to check balances, buy airtime or data, make payments, troubleshoot issues and access personalised support directly within WhatsApp.

Available round the clock, the chatbot is designed to meet the needs of millions of Airtel users who rely on the messaging app daily.

Chief Executive Officer of Airtel Nigeria, Dinesh Balsingh, said the initiative reflects the company’s commitment to meeting customers where they are.

“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.

Director of Marketing at Airtel Nigeria, Ismail Adeshina, noted that the chatbot was developed to blend convenience with empathy.

“Everything about Airtel Assist is designed to simplify and enhance the way our customers engage with us,” he said.

Head of Digital Products & Innovation at Airtel Nigeria, Oyebowale Akideinde, added that Airtel Assist highlights the company’s focus on local 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 launch highlighted Airtel’s broader use of AI-powered tools to shorten wait times and deliver secure, personalised interactions, positioning the operator as a customer-first and innovation-led brand in Nigeria’s telecom sector.