GCPProductionEvidence: Medium65/100

Banglalink launches REN, a Gemini-powered chatbot for fully digital customer service (Ryze brand)

Use case typeCustomer service automationUpdated Jun 13, 2026

Banglalink launched REN, a Gemini-powered chatbot, for its Ryze digital brand to provide fully digital, localized customer service and personalized offers to youth users. REN supports customer interactions in English, Bengali, and Banglish, and handles balance inquiries, package purchases, bill payments, and SIM services. The solution is hosted on Google Cloud infrastructure and powered by Gemini, with Riafy Technologies providing a proprietary agentic AI platform built and fine-tuned from Gemini models and custom logic.

Organization
Banglalink
Industry
Tech & Comms
Location
Bangladesh
Published
June 2026

Reported outcomes

95%

autonomous_handling_rateOther quantified impact

4%human_intervention_rate

Strategic outcomes

Customer experience & trustLaunched fully digital localized customer supportNew product / capabilityAdded multilingual AI service assistantScale & capacityAutomated most customer interactionsCustomer experience & trustDelivered personalized offers and support
Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Autonomous_handling_rate: 95%

Google Cloud Customer StoryJun 10, 2026Customer storyExplicit claimMedium evidence strength

95% of Ryze customer interactions are managed autonomously by the REN chatbot

Normalized claim

Human_intervention_rate: 4%

Google Cloud Customer StoryJun 10, 2026Customer storyExplicit claimMedium evidence strength

with only 4% requiring human intervention

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
Banglalink
Provider
GCP
Maturity
Production

Banglalink deployed REN within its Ryze digital brand as a Gemini-powered generative AI assistant/chatbot

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 2 of 2

  • 1Customer Service Automation
  • 2Conversational AI
  • Banglalink wanted to increase digital engagement and provide localized, fully digital customer support for millions of young users.
  • The company needed to simplify digital service discovery and telecom interactions while maintaining scalability and reliability.
  • Banglalink deployed REN within its Ryze digital brand as a Gemini-powered generative AI assistant/chatbot.
  • The assistant uses natural language understanding to serve users in English, Bengali, and Banglish.
  • Riafy Technologies supplies an agentic AI platform built and fine-tuned from Gemini models, customized with business logic for Banglalink.
  • Google Cloud infrastructure provides scalable hosting for the assistant.
Technologies
GeminiGoogle Cloud
  • REN handles over 95% of Ryze customer interactions autonomously.
  • Only about 4% of interactions require human intervention.
  • The assistant provides real-time localized support and personalized offers.
Implementation partners1
RIAFY
Sources & evidence1
Evidence: Medium65/100Evidence strength
  • Customer explicitly identified
  • Deployment status explicitly supported
  • Primary source available
  • Quantified outcome available
  • Technical implementation details available
Type: Customer StoryPublished: Jun 10, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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