AI agent knowledge – Zendesk

Company Overview and Main Products

Airtel (Bharti Airtel Limited) is a leading Indian telecommunications and digital services provider offering a wide range of products including mobile services (prepaid and postpaid), broadband (including AirFiber and fiber-to-the-home), DTH (Airtel Digital TV), Airtel Payments Bank services, and digital content offerings such as Airtel Xstream and life insurance packs tied to recharge plans. The company also provides personal loans and credit card services through its Airtel Thanks app.

Refund Policy

For Airtel Digital TV, customers who return the set-top box after a minimum of 12 months of active usage are eligible for a security deposit refund of INR 1500; no refund is provided if returned before 12 months. Airtel may also offer pro-rata refunds for paid durations if long-duration packs are withdrawn or varied. For Airtel Payments Bank wallet balances, funds are not refundable except upon wallet closure. Life insurance packs (Rs. 279 or Rs. 179) bundled with recharge plans are non-refundable as they are benefits tied to the recharge.

Shipping Policy

No explicit shipping policy is publicly available on the website for physical products or equipment.

Customer Support & Contact Information

Airtel provides multiple support channels. For privacy-related concerns, customers can email privacy@airtel.com or call 121. Security issues can be reported to securitybugs@airtel.com. Grievances can be escalated to the Data Protection Officer via Content.Grievance@airtel.com. Airtel Payments Bank offers 24x7 phone banking, net banking, and email support at wecare@airtelbank.com. Complaints are acknowledged within three working days and resolved within 30 days, with escalation to a Nodal Officer (pno@airtelbank.com) if needed.

How to Buy/Engage

Customers can engage with Airtel services through the Airtel Thanks app, website, or retail stores. For example, the “Mera Pehla Smartphone” initiative allows customers to purchase select 4G smartphones with a cashback of Rs. 2000, credited in two tranches after 18 and 36 months, provided eligibility criteria such as active recharges and IMEI consistency are met. Life insurance benefits are activated via recharge packs and managed through the Airtel Thanks app.