Banglalink launches Bangladesh's first AI complaint management system

Banglalink launches country's first AI-powered customer support platform

Press Release - 26 September, 2025 (Last modified: 28 September, 2025)

Banglalink has introduced Bangladesh's first AI-powered Complaint Management System in the telecom sector. It marks a clear step forward in how telecom support can detect, diagnose, and resolve issues with speed and accuracy.

The system applies artificial intelligence to assess handset, SIM, and network status. It generates a self-diagnosis report with minimal human intervention. If the issue continues, the customer is prompted to raise a complaint, which is passed to a live agent for resolution without friction.

Built by Banglalink's Customer Experience team, the platform aims for faster response, smarter triage, and more transparent service. Taimur Rahman, Chief Corporate & Regulatory Affairs Officer, said the innovation reflects the company's "customer obsession" and commitment to embedding AI across customer journeys for higher satisfaction and efficiency.

Why this matters for customer support teams

• Earlier detection of common technical faults reduces avoidable contacts and shortens time-to-resolution.
• Automated self-diagnosis increases first-contact resolution and gives agents cleaner, structured context.
• Seamless escalation ensures customers reach the right human fast, with full diagnostic history attached.
• Greater transparency builds trust: customers see what the system checked and what happens next.

What the workflow looks like

• AI checks device, SIM, and network signals to flag likely causes.
• A self-diagnosis report is generated to guide the customer through quick fixes.
• If unresolved, the system prompts a complaint and routes it to an agent with all findings.
• Agent resolves with context, reducing back-and-forth and repeat contacts.

Metrics worth tracking

• First Contact Resolution (FCR) and Average Handle Time (AHT)
• Self-resolution and deflection rate (issues fixed without agent intervention)
• Escalation rate and time to assign to the right skill group
• Customer Effort Score (CES) and CSAT after AI-assisted interactions
• Reopen rate within 7-14 days to spot bad fixes or gaps in diagnostics

Implementation tips for support leaders

• Start with a narrow set of high-volume, diagnosable issues; expand as confidence grows.
• Integrate deeply with CRM and ticketing so diagnostics flow into agent desktops.
• Define clear fail-safes: when to escalate, what context to pass, and who owns the handoff.
• Provide explainable diagnostics so customers and agents can see what was checked and why.
• Build feedback loops: tag false positives/negatives and retrain models on real outcomes.
• Set privacy and consent guardrails for device/network data; audit regularly.
• Train agents for AI-collaboration: interpreting diagnostics, validating fixes, and handling edge cases.

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Bottom line: By pairing automated diagnostics with clean human escalation, Banglalink is setting a practical blueprint for telecom support: fix what you can instantly, escalate what you must intelligently, and make every step visible to the customer.