Vodafone deployed an AI-powered chat assistant dubbed TOBi on its digital customer care channels using Google Cloud’s Dialogflow and Genesys Multicloud CX, and is working on a natural language processing (NLP) speech interactive voice response (IVR) for its voice customer care channel.
TOBi and public speaking IVR uses artificial intelligence (AI) to understand and reply to clients, drastically reducing the time it takes to handle their enquiries by either directly resolving their issue or triaging them to the appropriate resource or department with improved accuracy and speed.
TOBi digital chat assistant:
TOBi can give end-to-end support for low-complexity queries using NLP and contextual search, route the client to the best digital self-service application, or link the customer to the best human agent with the required capabilities to handle their needs. Since its official launch in April 2021, TOBi has entirely resolved 70% of customer queries received through Vodafone’s digital channels, with just 30% forwarded to a customer care agent.
Customer care agents are provided with real-time access to customer insights and the full context of the customer’s needs and account details before the first point of contact for queries that are triaged to an agent for resolution, allowing agents to take the necessary actions without the need for customers to repeat their query or account details.
TOBi has also witnessed the shift of single web-session messaging to 24/7, always-on messaging via the MyVodafone app, providing consumers with quick, flexible support while they are on the go. Customers can exit the chat and re-engage at a time that works best for them, as it is active for 48 hours.
NLP Speech IVR
Vodafone has migrated from its original keypad-based (DTMF) IVR system to natural language speech IVR on its telephone customer care channels in the first phase of its NLP Speech IVR, allowing customers to communicate their query in natural language and be directly routed to the correct resource or agent, quickly and easily removing the inconvenience of navigating long and complex IVR menus.
Vodafone estimates a 94% match rate of customers’ spoken intents to a customer service person or resource since its inception, indicating the system’s capability against diverse accents, tones of voice, and pronunciations. Later this year, Vodafone will launch the next generation of its NLP and AI capabilities, allowing consumers to execute end-to-end, basic transactions, such as changing their plan or upgrading their handset, through the spoken IVR, making self-service quick, easy, and efficient.
