Bharat Sanchar Nigam Limited ( BSNL) , recently launched an online automated virtual assistant called ‘BAVA’ to help its users solve all their service related problems. This virtual assistant programmatic has already been launched on the company's official website, which users can access from the web version and mobile version. As a result of this digital initiative taken by BSNL during the Corona disaster, users will be able to complete all the tasks from bill payment to submitting applications for new connections at home in no time.
From the main menu section of the 'BSNL Automated Virtual Assistant' or 'Bava' program for short, users will get a total of 4 service related options. These are - New Connection, Happy to Help, Choose Your Plan, and Pay Your Bill. Please note that users can access the relevant options included in the Virtual Assistant program, either by voice command or by typing a physical command from the 'Microphone' icon at the bottom of the chat window. Although, according to the report, the voice command option is not currently working, we will ask users to choose the physical command option to get faster service.
Now let's come to the functionality of this program, if you do a physical command by typing 'bill' in BSNL's Virtual Assistant, Bava, the Virtual Assistant will immediately ask you to enter your phone number in the specified format displayed on the screen. Then by following the steps shown on the screen you can pay all your bills in the blink of an eye. Again, if you want to get a new mobile connection under the company, just type the command ‘new phone number’, Bava will provide you some links related to that. In addition, users can complete the registration process for the new FTTH or Fiber Internet connection with the help of Virtual Assistant Bava.
By the way, we must ask BSNL to consider the UI design of the virtual assistant's chat window. Because, the very pale gray background in the chat window is not attractive at all. Also, the color of the text on the screen is so light that it can be difficult for many users to read. In that case, it would not be wrong to say that the virtual assistant needs some upgrades in order to look really smart.
In conclusion, the Bava Virtual Assistant program has a few design and technical shortcomings due to its recent launch. However, the program is quite responsive overall in terms of effectiveness. In that case, we hope that over time, BSNL will further enhance the functionality of its virtual assistant ‘BAVA’, so that customers can better use the company’s services.
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