CUSTOMER AWARENESS AND SATISFACTION REGARDING AIRTEL’S AI-BASED CUSTOMER PROTECTION MECHANISM

Abstract: In this world of digital era, mobile phones have become an essential part of communication. SMS for communication is primarily used by banks, governments, and other organizations. SMS have also led to many scams. It has both merits and demerits. SMS have led to an increasing number of spam and fake SMS there is a severe threat to the safety and security of users. To reduce these spam messages, Airtel has launched an AI based SMS filtering system that automatically identifies and filters spam messages. This study examines the awareness level of Airtel users about the AI filtering system. It also helps in understanding the effectiveness of the system and satisfaction of the customers. This study considers Airtel users only to understand clearly. This study will analyse effective the AI system is in identifying the real and fake messages. It also helps in understanding the customer perception and trust on the system.

Keywords: SMS, AI filtering system, awareness level.