Vodafone deployed TOBi, an AI-powered chatbot using natural language processing and machine learning, across multiple digital messaging platforms to handle customer queries efficiently. TOBi understands over 100 intents, supports chat and voice inputs, and can process images and screenshots for faster issue resolution. It seamlessly escalates complex issues to human agents while providing continuous updates on support tickets. The chatbot has transformed Vodafone’s customer service by reducing wait times, increasing automation, and improving customer satisfaction.
- 60% reduction in response times
- 30% fewer escalated issues
- Handles 1 million daily conversations across 15+ markets
- 28-40% automation rate of messaging conversations
- 70% first contact resolution rate
- 50% higher customer satisfaction and 20% higher NPS with GenAI-enhanced TOBi
- Supports 14+ languages
High contact volumes caused long wait times and inconsistent service quality
Implemented TOBi chatbot powered by IBM Watson AI and Microsoft Azure OpenAI, continuously trained by frontline agents, integrated with CRM and messaging platforms
- Faster, more consistent customer support
- Reduced agent workload and escalations
- Improved customer experience and satisfaction
- Real-time proactive communication on technical issues and appointments
