Airtel Africa CEO Sunil Taldar
Telecoms operator says investment in network, fibre, AI and direct-to-device satellite connectivity will improve services for 183.5 million customers
Airtel Africa is expanding its network, fibre infrastructure and digital services as it seeks to improve customer experience and extend connectivity to underserved communities across its 14 markets.
The telecoms operator has added more than 3,250 new network sites and 3,200 kilometres of fibre over the past year, alongside increased investment in retail outlets, distribution channels and artificial intelligence (AI) tools.
Speaking at the start of Customer Service Week 2026, Airtel Africa CEO Sunil Taldar said the company’s investments were aimed at responding more effectively to changing customer needs while expanding access to connectivity and digital services.
“The theme of this year’s events, ‘The Extra Mile’, is aligned with our unwavering commitment to always go the extra mile for our customers by transforming their experience, listening to them, learning from them and acting on their needs and expectations,” said Taldar.
He said the company’s efforts to digitise services and expand connectivity were helping create opportunities for individuals, businesses and economies across Africa.
Airtel Africa has also recently commercially deployed direct-to-device satellite connectivity in underserved rural communities.
The technology allows customers with compatible smartphones to remain connected in areas beyond the reach of terrestrial mobile networks, provided they have a clear view of the sky.
The satellite service is part of the company’s broader efforts to extend connectivity to communities that remain difficult to reach through conventional mobile infrastructure.
Airtel has also introduced AI-powered tools aimed at improving customer safety and the digital experience.
Among them is its free Spam Alert service, which uses AI to identify and block suspected spam SMS messages and provide customers with real-time updates.
The company said the service is designed to help protect subscribers from spam and potentially fraudulent messages.
During Customer Service Week, Airtel employees will join frontline teams across the company’s 14 markets to engage directly with customers and gather feedback on their experiences.
The company said the engagement will help teams identify areas for improvement and develop more responsive services.
Airtel Africa currently serves 183.5 million customers across its markets, with its investments in connectivity, technology and distribution aimed at supporting continued growth in digital and financial inclusion.
The company said its focus on customer feedback, network expansion and digital innovation will remain central to improving the experience of its customers as demand for reliable connectivity and digital services continues to grow.
