Vodafone's AI Virtual Assistant Solves Complex Customer Problems Efficiently

Vodafone has introduced an innovative generative AI-powered virtual assistant, SuperTOBi, specifically designed to enhance customer service by efficiently addressing complex inquiries. This advanced tool, now available to European customers, possesses the ability to comprehend entire sentences, significantly improving response times compared to traditional chatbots. SuperTOBi is an upgrade from Vodafone's previous chatbot, TOBi, and is powered by OpenAI models through Microsoft’s Azure OpenAI service.

SuperTOBi communicates with customers using natural and engaging language, delivering a personalized experience. In cases where the queries necessitate human intervention, it can seamlessly transfer requests to the appropriate staff members. Early adopters of this technology include Vodafone customers in Italy and Portugal, with plans to extend access to users in Germany and Turkey this month, and to additional markets later this year.

The introduction of SuperTOBi has already demonstrated a remarkable impact on customer service metrics. In Portugal, the generative AI chatbot has boosted first-time resolution rates from 15% to an impressive 60%. Moreover, customer satisfaction, as measured by online net promoter scores, has risen dramatically—from 14 to 64 points—indicating a substantial improvement in customer perception and experience.

Vodafone is committed to ensuring that SuperTOBi is not only effective but also safe and ethical. The company has developed an AI Framework in collaboration with the University of Oxford, aimed at promoting unbiased interactions and maintaining ethical standards in AI usage.

Additionally, the launch of SuperTOBi is part of Vodafone's broader strategy to transform and elevate customer experiences. With a dedicated investment of $151 million, the company is focused on enhancing its service offerings. SuperTOBi complements another AI-driven tool, SuperAgent, which assists customer care representatives by leveraging Microsoft Azure OpenAI’s Agent Copilot solution. This tool enables staff to quickly find answers in Vodafone’s extensive knowledge bases.

Vodafone is also enhancing its online capabilities with SuperSearch, an AI-powered feature designed to streamline searches on its website. The company’s collaboration with Microsoft, anchored by a significant $1.5 billion partnership established earlier this year, underscores its commitment to integrating AI solutions in its operations.

According to Beverley Bartlett, Vodafone's head of digital care, "The impact of generative AI is enormous and offers immense potential for Vodafone and our customers. Its expansion throughout our organization and within customer solutions aligns perfectly with our mission to connect people for a better future." This commitment to leveraging advanced technology positions Vodafone as a leader in customer service innovation.