Vodafone’s Transformation of Customer Experience with Microsoft’s GenAI Technology
Vodafone’s Transformation of Customer Experience with Microsoft’s GenAI Technology
In a groundbreaking 10-year strategic partnership announced earlier this year, Vodafone set out to revolutionize the customer experience using Microsoft’s Generative Artificial Intelligence (GenAI) technology. Nearly six months into this partnership, the results are already showing great promise.
Through innovative solutions like SuperTOBi and SuperAgent, Vodafone is leveraging the latest GenAI tools from Microsoft to deliver a more personalized experience to customers. SuperTOBi, Vodafone’s virtual assistant, has been super-charged with Microsoft Azure OpenAI, enabling it to better understand and respond faster to complex customer inquiries in 15 different languages across 13 countries.
On the other hand, SuperAgent is empowering customer care agents to focus on more complex queries by automating repetitive tasks. This not only enhances the customer experience but also allows employees to broaden their expertise in different areas, ultimately improving overall service quality.
Initial tests of SuperTOBi have shown a 50% improvement in first-time resolution of critical customer journeys, such as complex billing inquiries, demonstrating the effectiveness of GenAI in enhancing customer interactions. Both SuperTOBi and SuperAgent are part of Vodafone’s broader customer experience program, which is being rolled out across its operations.
According to Vodafone executives, the use of GenAI has significantly improved the natural conversation flow with customers, leading to higher satisfaction rates and quicker issue resolution. By automating the process of transferring queries from SuperTOBi to human agents, Vodafone ensures a seamless customer experience without the need for customers to repeat themselves.
Moreover, Vodafone’s commitment to data ethics and privacy is evident through its AI Framework, developed in collaboration with the University of Oxford. This framework ensures the ethical and unbiased use of AI and machine learning technologies, further enhancing customer trust and satisfaction.
By leveraging Microsoft’s GenAI capabilities, Vodafone has not only reduced customer call times but also increased customer satisfaction scores. This success paves the way for the expansion of GenAI applications across Vodafone’s network, promising a consistent and improved customer experience across multiple markets.
In conclusion, the impact of GenAI on Vodafone’s customer experience is significant, with immense potential for further growth and innovation. As Vodafone continues to integrate GenAI across its operations, it remains committed to its mission of connecting people for a better future.
