Banglalink, the country's leading digital operator, has introduced Bangladesh's first AI-powered Complaint Management System in the telecom sector, marking a new milestone in customer service innovation.
The system uses artificial intelligence to detect customer issues by analysing handset, SIM, and network status, generating self-diagnosis reports with minimal human intervention. If the problem persists, the system prompts the customer to raise a complaint, which is seamlessly transferred to a live agent for resolution.
Designed by Banglalink's Customer Experience team, the system ensures faster, smarter, and more transparent service.
Taimur Rahman, Chief Corporate & Regulatory Affairs Officer of Banglalink, said the innovation reflects the company's "customer obsession" and commitment to embedding AI across customer journeys for improved satisfaction and efficiency.
