BahrainTechnology and telecom2024 – ongoingBeyon (Batelco)
Basma AI digital assistant in the Batelco app and website
Batelco's Basma assistant handled thousands of customer conversations a day, the company said
Problem
Batelco customers needed answers on bills, packages and orders at any hour, in English and Arabic.
Approach
Batelco launched Basma on 25 July 2024 in its mobile app and website, using voice and chat in English and Arabic. It answers frequently asked questions, bill and usage queries, and handles package and device instalment plans, fiber order tracking, line reconnection and add-on activation. Batelco said the system keeps learning. In 2026 the company described it as handling both support and sales tasks.
Results
Takeaway
Batelco counted conversations but did not publish resolution rates or cost effects.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Batelco's launch release describes Basma, its functions, the English and Arabic voice and chat channels and 24/7 availability. It gives no usage figures.
Batelco's release on an industry award says Basma has handled thousands of customer conversations daily since launch. It gives no other metrics.
Full details are in the original sources.
