Airtel Nigeria Launches ‘Airtel Assist’ on WhatsApp, Redefines 24/7 Customer Experience

Airtel Nigeria has taken another bold step in its digital transformation and service quality drive with the launch of Airtel Assist, a WhatsApp-based self-service chatbot designed to offer real-time support to millions of customers on its network.

Built to meet the growing needs of today’s digital consumer, Airtel Assist provides a round-the-clock, full-service experience that allows customers to check balances, buy airtime or data, make secure payments, troubleshoot issues, and access personalized assistance—all from the convenience of WhatsApp.

At the core of this innovation is Airtel Nigeria’s commitment to putting people first—ensuring that customer experiences are faster, more intuitive, and deeply personalized.

Speaking on the launch, Airtel Nigeria CEO Dinesh Balsingh said:
“This is Airtel meeting Nigerians exactly where they are—on platforms they trust and use every day. With Airtel Assist, we are adapting technology at the personal level. It’s fast, secure, and always available, designed to serve real people with real needs, in real time. As a company with a constant focus on customer satisfaction, this is one of the ways we make customer care more accessible.”

The new chatbot highlights Airtel’s continued integration of AI-powered tools to scale service delivery, reduce wait times, and maintain secure customer interactions—solidifying its position as a customer-first, innovation-led brand in Nigeria’s telecom landscape. It also demonstrates the company’s clear ambition to lead innovation in the sector by adopting tools that are secure, scalable, and inclusive.

To emphasize this perspective, Ismail Adeshina, Director of Marketing at Airtel Nigeria, noted that Airtel Assist was developed with both convenience and empathy in mind.

“Everything about Airtel Assist is designed to simplify and enhance the way our customers engage with us. Whether it’s checking data balance in the middle of a conversation, buying data while commuting, or resolving issues after hours, Airtel Assist is always available—right there on their phones,” Ismail said.

Meanwhile, the product’s intuitive design and ease of use demonstrate adaptive technology tailored to the nuances of local consumers, added Oyebowale Akideinde, Head of Digital Products & Innovation.

“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.

He also noted that all Airtel subscribers can activate Airtel Assist by sending a WhatsApp message to +234 802 880 0000 or clicking https://wa.me/2348028800000.

By bridging the gap between digital sophistication and everyday convenience, Airtel Nigeria is setting a new benchmark in customer care—one that puts the power of self-service, choice, and real-time resolution into the hands of every user.