Bharat Sanchar Nigam Limited (BSNL) is preparing to expand its indigenous 5G services following the steady performance and continued expansion of its 4G network across India. The state-owned telecom operator is also strengthening customer support and digital communication through upgraded platforms, including its Vani chatbot and the newly introduced Bharat Sandesh service.
Speaking to ANI on the sidelines of the India Mobile Congress 2026, Vivek Dua, Principal General Manager at BSNL, said the company was moving towards the next generation of mobile connectivity while continuing to expand its existing 4G footprint.
Dua said BSNL’s 4G network was delivering the expected performance and would be expanded further in the coming months. He added that the company was preparing for the growth of its indigenous 5G network, which would allow customers to access locally developed telecom technology.
BSNL Upgrades Vani Chatbot for Faster Customer Support
BSNL has enhanced its automated customer support system, Vani, by connecting it more closely with the telecom network’s core infrastructure. The upgrade is designed to help subscribers understand and resolve connectivity problems through interactions in their regional languages.
According to Dua, the chatbot can access network-related information to better identify the issues customers are experiencing. Users can interact with Vani in their preferred native language, and a complaint can also be registered through voice conversation when required.
The initiative aims to reduce the time needed to identify and resolve network-related problems, making customer support more accessible and efficient.
Partnership With Saptang to Strengthen Cybersecurity
BSNL has also partnered with cybersecurity company Saptang to introduce an indigenous data-filtering mechanism within its core network.
The initiative is intended to help identify and filter potential threats before they reach customers’ devices, while supporting the protection of subscriber data. By addressing security challenges at the network level, BSNL aims to improve the safety and reliability of the data flowing to and from connected devices.
Dua said the partnership would help the company use technology to tackle customer-facing security concerns directly within the network infrastructure.
Bharat Sandesh to Bring Government and Private Services Together
Another key initiative announced by BSNL is Bharat Sandesh, a digital communication platform designed to facilitate verified, two-way interactions between citizens, government departments and private organisations.
The platform is intended to bring communication with multiple service providers into a single interface. Users could interact with government agencies, banks, electricity companies, water utilities and other participating organisations without having to switch between separate platforms.
According to Dua, Bharat Sandesh will incorporate artificial intelligence (AI) features and voice-based interaction, allowing users to select services, communicate with organisations and exchange information through a unified digital interface.
Government Support Driving Indigenous Telecom Development
Dua also highlighted the government’s role in developing India’s domestic telecom infrastructure and expanding connectivity across the country.
He said financial and technical assistance from the central government had played an important part in the development of BSNL’s indigenous 4G technology. He also pointed to connectivity initiatives such as BharatNet, which support telecom infrastructure expansion across remote areas.
BSNL’s continued 4G expansion, preparations for indigenous 5G services and introduction of customer-focused digital platforms reflect its efforts to strengthen network capabilities, improve subscriber support and expand access to digital communication services.