Dialog DIA has been enhanced with new artificial intelligence (AI) capabilities, enabling customers to access faster, smarter, and more convenient digital support through WhatsApp and the MyDialog app as Dialog Axiata PLC continues to strengthen its digital customer experience.
Dialog DIA introduces AI-powered self-service across WhatsApp and MyDialog app
The upgraded Dialog DIA, the company’s Intelligent Assistant, is designed to simplify customer interactions by providing round-the-clock self-service across Dialog Mobile, Home Broadband, and Dialog Television services. By integrating AI-powered capabilities, Dialog aims to offer quicker responses, improved accessibility, and a more seamless digital support experience.
Available through WhatsApp on 0777678678 and via the MyDialog app, the intelligent assistant allows customers to manage a wide range of service requests without the need to visit a service center or contact a customer care representative.
Customers can use Dialog DIA to perform numerous account-related tasks, including resetting damaged recharge card PINs, lodging complaints, requesting service reconnections, changing or reversing packages, and accessing proactive service support. The platform also enables users to manage routine account inquiries efficiently through a familiar and user-friendly interface.
In addition to service requests, customers can check their current package details, account balance, and remaining data balances directly through the AI-powered assistant. Users are also able to purchase additional data, modify service plans, and handle everyday account management tasks through the digital platform.
The introduction of enhanced AI capabilities reflects the growing role of artificial intelligence in improving customer service across Sri Lanka’s telecommunications sector. By automating routine requests and providing immediate responses, digital assistants help reduce waiting times while offering customers greater flexibility to manage their services whenever it is most convenient.
The platform also offers practical benefits for customers travelling overseas. Through Dialog DIA, users can activate international roaming services before or during their trips, allowing them to stay connected without having to navigate traditional customer support channels.
The AI-powered assistant is available 24 hours a day, seven days a week, ensuring that customers can obtain support regardless of time or location. This continuous availability is expected to improve customer satisfaction while encouraging greater adoption of digital self-service solutions.
Commenting on the latest enhancement, Dialog Axiata Group Chief Marketing Officer Lasantha Theverapperuma said the integration of AI capabilities is another milestone in the company’s ongoing digital transformation strategy.
“With AI-powered capabilities now integrated into DIA, the customers can engage with us more seamlessly, obtain support faster and manage their services through the digital channels they use every day. This is another step in our journey to deliver future-ready service experiences that are simple, inclusive and responsive to the evolving customer needs,” he said.
The latest upgrade reinforces Dialog’s broader commitment to investing in digital innovation and customer-centric technologies. As consumers increasingly prefer digital channels for managing their telecommunications services, AI-powered platforms such as Dialog DIA are expected to play a growing role in delivering personalized, efficient, and accessible customer experiences.
By expanding the range of services available through WhatsApp and the MyDialog app, Dialog is positioning its intelligent assistant as a central hub for customer engagement. The initiative also aligns with broader industry trends, where telecommunications providers are leveraging AI customer support and automation to improve operational efficiency while delivering faster, more responsive service.