Airtel IQ: Transforming customer engagement by embedding real-time communications Ankit Goel, VP & Head Engineering – Digital Enterprise Business at airtel X Labs Ishan Bansal, Engineering at airtel X Labs Airtel IQ is the first Telco grade unified cloud communication suite, that drives customer engagement – anytime anywhere. Customer experience – the brand differentiator Why Airtel – Challenges with existing Cloud communication platforms, market opportunity and Airtel advantage Make Marketing Smarter, Personalise Customer Experience, Make Operations Intelligent The platform – Robust, Intuitive, Secure (features under each capability area) How we did it with Product and Engineering partnership – Customer first mindset, incubation program Tech journey – Asterisk, Kamailio – 100% home grown Customer credentials – couple of complex customer use cases we pulled-up Future plans

1. Transforming customer engagement
with omni-channel communications
TAD Summit Asia 2021
- Ankit Goel, VP Engineering
- Ishan Bansal, AVP Engineering
Enterprise Business@Airtel X Labs

2. Personalised,
omni-channel
interactions
Call routing with
customisable IVR
Customer privacy
Real-time call
analytics
Enterprises are enhancing their customer engagement by embedding
real-time communications
84% companies report increase in revenue due to improved customer engagement

3. 84% companies report increase in revenue due to improved customer service
Deployment complexity due to physical
telecom infrastructure integration
Lack of a unified data protection framework
that complies with stringent regulations
Cumbersome troubleshooting during
downtime due to multiple stakeholders
Poor service quality due to cloud-telecom
integration inconsistency
High cost due to the need for third-party MSP
Challenges that enterprises are facing with existing Cloud communication
platforms

4. Airtel IQ is the best choice for your business because it
is..
Robust Intuitive Secure
Get robust and resilient connectivity
with Airtel’s pan-India network.
Plug and play with your business
applications seamlessly using our
flexible and easy-to-use APIs
Ensure peace of mind with our
advanced encryption and data security
measures.

5. Existing Architecture
Enterprise
Customers
How Airtel IQ architecture solves the challenges
Enterprise
Customers
Airtel IQ - pan
India
connectivity
API
What makes Airtel IQ Robust?
Telco
Aggregator
Telco

6. What makes Airtel IQ Robust?
Upstream/downstream-level Overload
Protection
Distributed Deployment
Intelligent
Operations
Resilient
Infrastructure
Mobile
Network
450K
4G mobile sites
pan India
Redundant
call paths
Lower call
set-up time
Airtel IQ
Multi-tenant
Design

7. Intuitive Analytics:
Create customer
analytics
Business
Friendly:Offering
Intuitive GUI to create
custom call flows

8. Flexible and modular API’s
Airtel IQ omni channel capability supports following Call Flow components
which can be combined to create a call flow.
Incoming Callflow Components
This is used to pass callbackURLs
and other metadata of incoming call
Incoming Call
Parameters
Incoming Call
Actions
Take action (accept/reject/redirect) on incoming
call Event based platform
to initiate a
call session
to add a
participant in an
existing session
to play an audio
file on an
existing session
to play IVR on
an existing
session
to collect dtmf
input from user
Initiate call
Add
Participant
Play
Audio
Play
DTMF
Collect
DTMF
To record a call
at the session/
participant level
To send SMS to a
participant
To take decisions
on the provided
input
to stop playing
audio on an
existing session
to terminate a
session
Record SMS
Client
Decisions
Stop
Audio
Hang up
Sample Workflow

9. What makes Airtel IQ Secure?
Encryption: All inbound and outbound
communications network traffic are are
encrypted by supporting TLS 1.1 .
We also provide recording encryption
Account Security: Secure key based
authentication for all API requests
Private cloud: Firewall to safeguard
the control access between a trusted
network and a less trusted network. It
helps to avoid any internal or external
risks.
Data encryption: All customer
data like call recording are stored
in encrypted way and can be
accessed using private key
DLT compliant: Blockchain
based DLT for spam checks
Highly regulated: Telco grade
security. RBI, DOT, TRAI & PCI DSS
compliant
Certificates
ISO 27001 , Information Security
management Certificate ensuring all
information assets are handled
securely
Platform
security
Data
Security &
Privacy
Compliance

10. Product Principles
Customer Inputs
Brainstorm, Gather
requirements
Measure
Keep refining
Assess
Evaluate and Map to Strategy
Build
Iterate over
Define
Product & Success Metrics
Customer

11. 1. Make your marketing smarter with Airtel IQ
Web Lead Management
Click to call functionality to connect instantly
with your web prospects
Omni channel communication
Allow customers to connect through
app/website) or physical medium like (banner
or ad) using fixed line or vanity numbers
Granular analytics
Accurately measure the effectiveness of
your ad campaigns by tracking leads and
analyzing call details

12. 2. Deliver personalized customer
experience with Airtel IQ
Personalised IVR
Use smart IVR to pair your customer with
right agent with contextual analytics
Automated calls for Service Updates
Proactively give service updates to your
customers using automated OBD
Performance insights
Get real-time dashboards for visibility into agent’s
performance

13. 3. Make your business operations
intelligent with Airtel IQ
Secure Communication
Keep your workforce and customer’s
personal numbers private. Bridge their calls
through Airtel IQ numbers.
Customer Notification
Keep your customers and employees
informed with real-time notifications
Appointment Reminders
Send call notifications to your customers
for appointment reminders,

14. THE CHALLENGES
• Rapido needed a solution to
optimize the delivery cycle
through timely and contextual
communication between all
stakeholders without
compromising on privacy at
any touchpoint.
• Airtel IQ provided anonymization of the contact
number of customers and riders by offering a pool
of virtual numbers (VN) to Rapido.
• The rider-customer mapping is done within Airtel
IQ ecosystem, and both stakeholders are able to
communicate through the VN
• After the transaction is completed, the VN is
released back to the pool and is randomly used
for another transaction.
Improved delivery
process efficiency due
to 99.9% network
uptime
Better experience to all
stakeholders due to
wider network reach and
stronger connectivity
Ensure 100%
privacy on every
transaction
Rapido Expands Business Horizon with Airtel IQ
What Rapido has to say about Airtel IQ
Click here

15. THE CHALLENGES
• Swiggy’s existing CPaaS SLA
covered only the cloud aspect
of the deal and not the
downtime or glitches
emerging from the telecom
network.
• Besides, they charged
Swiggy twice for each call
between the customer, agent
as their system triggered two
separate calls to connect the
two stakeholders.
• Airtel IQ helped Swiggy provide the experience of a
regular call without compromising their privacy.
• When a delivery agent clicks the ‘call customer’
button on the Swiggy app, it initiates a call to the
displayed virtual number, call lands on Airtel IQ
platform and it communicates the delivery agents
details to Swiggy’s server to receive the respective
customer’s number.
• On receiving the number, Airtel IQ initiates a call to
the provided number which serves as the bridge
between the agent and the customer.
Communication
expenditure
decreased by 50%
Swiggy experiences industry
leading network and CCP
uptime resulting in near-zero
call disruptions.
Intuitive dashboard provides
real-time insights to facilitate
continuous customer
experience enhancement
Swiggy Streamlines Communication, Secures Privacy and
Reduces Opex with Airtel IQ
What Swiggy has to say about Airtel IQ- Click here

16. THE CHALLENGES
• Justdial needed a flexible and
reliable cloud communication
platform that could facilitate
seamless and secure
communication between its
customers and vendors as
per their convenience without
the risk of getting spammed
or compromising privacy.
• Justdial received a pool of virtual numbers (VN)
and introduced a click-to-call button on its website
for seller and service providers.
• The search engine allocated dedicated VNs to
premium customers and random VNs to others.
• Spam detection for businesses
Improved connectivity –better
customer experience with
uninterrupted connectivity, privacy,
and 99.9% network and cloud
uptime.
Insights –Justdial will be able to
track and analyse connections
established between stakeholders
and accordingly fine-tune its services
to exceed customer expectation
Justdial Improves Connectivity, Privacy and Uptime of its
Platform with Airtel IQ

17. Reach out
https://airtel.in/iq
ankit.goel@airtel.com
ishan.bansal@airtel.com