Zain Bahrain, a leading telecommunications operator in the Kingdom, announced the launch of its WhatsApp Business customer communication channel backed by Zain Chat Robot (Zbot). The communication channel utilizes Artificial Intelligence (AI) and Natural Language Processing (NLP) solutions to interact with customers and fulfill their desired transactions in a reliable, secure, and instant manner. By integrating WhatsApp Business into its suite of customer service communication channels, Zain Bahrain becomes the first telecom operator to launch this advanced solution in the Kingdom.
The launch of the communication channel is in line with Zain Bahrain’s strategy to deliver an exceptional digital customer experience and invest in the latest technologies that simplifies and empowers its customers. Integrating the WhatsApp platform with Zbot is a result of the company’s focus to expand its digital channels availability and to offer different choices of online, instant, and reliable channels for improved customer service.
The WhatsApp Channel is available in both Arabic and English and can be accessed 24×7 by customers. The instant services provided by the communication channel include postpaid & prepaid billing, usage & allowances information, data add-ons, plans & packages, temporary line reconnection, promotions & offers, retail outlet locations & timings, and much more.
Commenting on the launch of the communication channel, Abdulla Salmeen, Director, Customer Care at Zain Bahrain said, “During the last few years, we have witnessed an increase in the adoption and usage of the digital communication channels and online services such as the Zain mobile app, live chat, Zbot, Zain online portal and e-shop. Keeping this in mind, we at Zain Bahrain have always strived to enrich our digital experience by launching new channels and expanding the services offered on existing ones. Today, WhatsApp being one of the most popular messaging platforms is used extensively by almost everyone; integrating this platform into our service channels, will enable us to provide our customers with an instant answer to their queries and allow them to manage their accounts in secure manner around the clock. Also, with our digital-first strategy, we are constantly innovating and deploying technology-based solutions that are easy to use, secure and offer quick resolution to our customers. We are glad that now with the WhatsApp Business we can offer our customers the opportunity to reach us via a platform they use frequently.”
Zain is keen to enrich and expand it’s digital channels to affirm it’s efforts of offering the best customer experience in the market as well as delivering it’s promise to offer the latest technologies and innovations that simplifies customers interactions and improves their overall experience.