Gurugram, India, June 2026 – Airtel Payments Bank has promoted Muskan Bansal to Senior Product Manager – Voicebot, Chatbot, and IVR, recognizing her contributions to building and scaling AI-powered customer experience solutions that have enhanced customer engagement and operational efficiency.
In her new role, Bansal will continue to lead the development and optimization of conversational AI platforms, including voicebots, chatbots, and IVR systems, while driving innovation across customer experience initiatives. Her promotion reflects Airtel Payments Bank’s focus on leveraging artificial intelligence and digital technologies to create seamless, customer-centric banking experiences.
Since joining Airtel Payments Bank in 2023 as Product Manager – Customer Experience, Bansal has played a key role in designing and scaling digital customer interaction platforms. Her work in developing AI-driven customer engagement solutions has contributed to improving customer service delivery, streamlining interactions, and strengthening the bank’s digital-first approach to banking.
Prior to Airtel Payments Bank, Bansal served as Program Manager at BYJU’S, where she led multiple business transformation and process optimization initiatives. During her tenure, she drove cost optimization projects, implemented process automation initiatives, supported product development through user acceptance testing and product requirement documentation, and collaborated extensively across technology and business teams to improve operational effectiveness.
Her experience spans product management, customer experience, process transformation, automation, analytics, stakeholder management, and digital innovation. She has demonstrated a strong ability to bridge business objectives with technology-enabled solutions while maintaining a sharp focus on customer outcomes.
Bansal holds a Post Graduate Diploma in Management (PGDM) in Marketing from the Institute of Management Technology, Ghaziabad and has actively contributed to entrepreneurship and innovation initiatives through leadership roles with the Hult Prize Foundation and the Entrepreneurship Cell at IMT Ghaziabad.
Her promotion comes as Airtel Payments Bank continues to expand its digital banking ecosystem and invest in technologies that enhance customer convenience, security, and engagement. As conversational AI becomes increasingly important in financial services, Bansal’s leadership will support the bank’s efforts to deliver smarter and more intuitive customer experiences.
About Airtel Payments Bank
Airtel Payments Bank is one of India’s fastest-growing digital banks, focused on delivering safe, simple, and technology-driven banking services. The bank offers a wide range of digital financial solutions, including savings accounts, payments, FASTag services, RuPay On-the-Go Cards, and business banking solutions. Supported by a technology-enabled banking network of more than 500,000 active banking points, Airtel Payments Bank serves customers across urban and rural India while driving financial inclusion through innovative digital platforms.
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