Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
Vodafone UK has launched TOBi – the artificial intelligence (AI) chatbot – as an innovative way of offering our customers a quicker web chat service.  TOBi, a virtual customer services’ agent, can handle a range of customer queries including device troubleshooting, usage and order tracking amongst many others.
Recent research shows that 55% of UK consumers say that the most important factor in the ideal customer experience is getting a prompt and effective response to queries[1], highlighting the need for companies to provide faster and more integrated customer service responses. With 75% of all consumers aged 18-25 already using instant messenger everyday [2], TOBi is our answer to providing customers with the quick and easy web chat service they want.
TOBi is already available to some customers through our online web chat service. Later this month messaging will also be available through the My Vodafone app, so customers will be able to speak to advisors whenever they want and while they are on the go.
The pilot platform is powered by a combination of IBM Watson and LivePerson, in a blend of the two cutting edge technologies. This provides customers with a smooth and efficient way of having simple queries answered, before being seamlessly handed over to web chat advisors if needed. Vodafone continues to assess multiple solutions and technologies to implement the future roll out of the programme.
However, we know that sometimes customers just want to speak to a person.  That’s why in March we started recruiting 2,100 new UK customer services roles across the Midlands, the North of England and Scotland.
Neil Blagden Vodafone UK CS&O Director said: “If customers have a question or want to raise an issue, we know they don’t want to wait.  So introducing TOBi is an exciting step forward in giving our customers the quick and seamless service they want. Our ambition is to give our customers the best experience possible: TOBi is another important step in our journey to achieving that ambition.”
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[1] IBM Institute for Business Value Global Telecom Consumer survey Fall 2016: https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?htmlfid=GBE03804USEN&
2 Ibid.
Notes to Editors
 
 
 
Vodafone UK is a technology communications company that connects people, businesses and devices to help our customers benefit from digital innovation. Our services span mobile, fixed-line connections, home and office broadband, and the Internet of Things (IoT).
We have a strong track record as a tech pioneer, making the UK’s first mobile phone call, sending the first text message, and making the UK’s first live holographic call using 5G in 2018. We were the first to start carrying live 5G traffic from a site in Salford, Greater Manchester and now have 5G in locations across Germany, Ireland, Italy, Spain as well as the UK. Meanwhile, our 4G network coverage currently reaches over 99% of the UK population.
Today, Vodafone serves more than 20 million unique full fibre premises in the UK through partnerships with CityFibre and Openreach.
For more information about Vodafone UK, please visit: www.vodafone.co.uk
Telephone: +44 (0) 1635 693 693
Email: ukmediarelations@vodafone.com
Twitter: @VodafoneUKNews
Website: https://vodafone.co.uk/newscentre/
Registered Office: Vodafone House, The Connection, Newbury, Berkshire RG14 2FN
Registered in England No: 1471587

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