Collaboration with Xtelify sets a new global benchmark in service excellence through AI-driven transformation across Airtel Africa’s operations
Nairobi, August 4, 2025: In a bold move to revolutionise customer service, Airtel Africa has announced the deployment of an AI-powered Case Management Platform developed by Xtelify, aimed at streamlining and elevating the end-to-end customer journey across its markets. The platform, designed to improve resolution time, transparency, and accountability, marks a significant leap forward in the telco’s ongoing digital transformation.
Speaking on the partnership, Cruz, Chief Customer Experience Officer at Airtel Africa, said,
“This transformation is about more than technology — it’s about intelligence, speed, and empathy. By integrating Xtelify’s AI-powered Case Management Platform into our operations, we are reaffirming our commitment to best-in-class service at every touchpoint, from the first interaction to final resolution. This empowers us to offer a more seamless, transparent, and caring experience for every customer concern.”
Cruz added, “We are proud to collaborate with Airtel and Xtelify, two like-minded partners equally committed to raising the bar for customer experience globally. Together, we are not just launching a platform — we’re building a new industry standard, one that brings our vision of a more admired, customer-centric telco to life.”
Jacques Barkhuizen, Group Chief Information Officer at Airtel Africa, commented:
“We are excited to welcome Xtelify as a core technology partner. Their AI capabilities will help us deliver meaningful digital advancements that enrich the lives of millions across Africa. This collaboration is pivotal to achieving operational excellence while ensuring customers remain at the heart of everything we do.”
The AI-powered Case Management Platform will be rolled out across Airtel Africa’s key markets, enhancing complaint resolution, optimising resource allocation, and enabling predictive service interventions — all driven by intelligent automation and machine learning.
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