Since its launch, TOBi, now featured in the My Vodafone application, now manages more than 2 million conversations a year. With such a volume of requests, the development tool continues to operate so that the satisfaction rate of at least 80% of resolved matters continues.
TOBi confirms Vodafone’s customer service
Vodafone continues to expand the functions of the My Vodafone App and this involves the development of integrated artificial intelligence technology to solve doubts and incidents without the need for agent intervention, with the TOBi virtual assistant.
The main inquiries from Vodafone customers are about bills, consumption, breakdowns and line management. The implementation of this system not only allows savings in operating expenses for customers, but also ensures that 81% of customers who use TOBi can satisfy their question without the need to arrange contact in any other way.
“We are constantly listening to our customers and incorporating advanced innovations so that they can be better connected at any time and place, taking advantage of the advantages that new technologies allow,” said Hisham Hendi, director of Vodafone Spain’s Consumer Unit.
AI betting of the year
It is fair to say that the red operator was not carried away by the fervor of artificial intelligence and ChatGPT jumped on the bandwagon at the last minute. Already in 2017 it was presented to TOBi as a conversational assistant from IBM Watson as a brain power solution.
“We’ve used cutting edge artificial intelligence technology to give TOBi a way to interact with our customers in conversation.” TOBi can take a given set of words and determine meaning, tone and intent. When you understand what our customer needs, and more than 90% of the time, you can provide simple and complex answers, as well as any necessary changes to the narrative in question. For some of our clients, browsing apps or navigating complex websites may feel awkward, but engaging in conversation is much more natural.
Interestingly, the same document from 5 years ago predicted how AI and chatbot-type digital assistants will influence the future. “Ultimately, TOBi will go where our customers want to go. At this time, they are limited to written conversations based on the instant message, on our website or app. But in the near future, TOBi could have a voice and our customers could speak directly, opening up a whole world of possibilities. We have no doubt that ‘digital managers’ will transform our lines of communication; just a matter of time. In the future, we could all have a digital assistant, or more than one, helping us with the tasks of our daily lives, freeing up time for better activities.”
