Banglalink, the country’s leading digital operator, has unveiled Bangladesh’s first AI-driven Complaint Management System in the telecom sector, setting a new benchmark for customer service innovation.
The system leverages artificial intelligence to analyze handset, SIM, and network status, generating self-diagnosis reports with minimal human involvement. If issues remain unresolved, customers are automatically prompted to raise a complaint, which is seamlessly escalated to a live agent for quick resolution.
Developed by Banglalink’s Customer Experience team, the platform is designed to deliver faster, smarter, and more transparent service. Taimur Rahman, Chief Corporate & Regulatory Affairs Officer of Banglalink, said the initiative reflects the company’s “customer obsession” and its commitment to embedding AI across customer journeys to enhance satisfaction and efficiency.
