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Title
Vodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI
Vodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI | Microsoft Customer Stories This is the Trace Id: 5fadfb2ce02aa72d39a32097d712…
Description
Vodafone enhanced its TOBi virtual assistant with Azure OpenAI Service and built SuperAgent, a conversational AI search tool on Azure AI Foundry and Azure AI Search, piloted at its Corso, Italy call center; TOBi now handles nearly 45 million customer calls a month and fully resolves 70% of digital-channel inquiries, cutting average call times by at least a minute.
…nd to user inputs more intelligently and personally than traditional chatbots. “TOBi can now use Azure OpenAI Service for context-aware conversations, adapting its responses based on the ongoing dialogue with a customer,” explains Beverley Bartlett, Head of Digital Care at Vodafone Group. “So, the…
…s from the Corso call center indicate both employees and agents are benefiting. Currently, TOBi handles nearly 45 million customer calls a month, fully resolving 70% of customer inquiries coming through the company’s digital channels. An additional 30% are directed to a live customer care agent that can count on…
…irected to a live customer care agent that can count on SuperAgent for support. On average, customer call times have been reduced by at least one minute, saving both customers and agents time. Customer satisfaction scores are up sin…
Company
Vodafone Group
…UK & Europe Digital Engineering Director, Vodafone Group Discover more details CUSTOMER Vodafone Group PRODUCTS Azure Azure AI Search Azure AI Studio ORGANIZATION SIZE 10,000+ employ…
Country
United Kingdom
…DUCTS Azure Azure AI Search Azure AI Studio ORGANIZATION SIZE 10,000+ employees COUNTRY United Kingdom BUSINESS NEED Artificial Intelligence INDUSTRY Telecommunications Share the sto…
Industry
Telecommunications
…10,000+ employees COUNTRY United Kingdom BUSINESS NEED Artificial Intelligence INDUSTRY Telecommunications Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
Facing rising customer demand for new digital services and rising customer expectations, Vodafone needed to better handle complex customer inquiries efficiently and ensure timely, personalized responses, while also wanting to empower call center agents with tools to broaden their expertise and focus on more varied work.
…Group. “But to continue to do that in the face of rising customer expectations, we needed to find a way to better handle complex customer inquiries efficiently and ensure timely and personalized responses.” Rapid issue resolution Wanting to use generative AI technology to bring more…
…lled TOBi, and has also developed a customer agent solution, called SuperAgent, to empower customer care agents to respond to multiple questions, as well as broaden their expertise and allow them to focus on more varied work. Vodafone has piloted both generative AI solutions in its call center in Corso,…
Solution
Vodafone used Microsoft Azure OpenAI Service, Azure AI Foundry, Microsoft Copilot, and Azure AI Search to build two generative AI solutions. TOBi, its existing customer-facing chatbot, was enhanced with Azure OpenAI Service so it can hold context-aware conversations and adapt responses based on ongoing dialogue, handling tasks like bill payments, network issues, and phone orders, and automatically transferring unresolved questions (with a summary) to a live agent. SuperAgent, a new conversational AI search interface that mirrors Microsoft Copilot, helps live agents locate relevant information in Vodafone's knowledge database in seconds instead of scrolling through lengthy PDFs, and includes a quality-assurance element that evaluates call and chat transcripts against compliance checks to assess risk and training needs. Both solutions were piloted at Vodafone's call center in Corso, Italy, before a planned wider rollout, and Azure AI Foundry has also been extended to train senior call center operators at Corso to build their own solutions.
…the inclusive digital communities of tomorrow, this is a critical foundation.” Vodafone chose to use Microsoft Azure OpenAI Service , Azure AI Foundry , and Microsoft Copilot , along with Azure AI Search , to support two different kinds of virtual assistants. One is an enhancement to its existing chatbot, TOBi, serving customers at the f…
…g their bills to helping them with network issues to ordering them a new phone. If TOBi is unable to answer a customer question, it automatically transfers the customer to a human customer support agent. “TOBi sends a summary of its customer interaction to the live agent, so they ca…
…blems by locating relevant information within the Vodafone knowledge database. “It mirrors Microsoft Copilot to help our live agents look up detailed information, ensuring they can rapidly resolve issues and provide more personalized custome…
…and our SuperAgent can help our employees do that,” says Elsayed. In addition, SuperAgent has a quality assurance element that evaluates call and chat transcripts against compliance checks (such as policies and regulations) to assess risk and training needs. “This helps increase the capacity and accuracy of SuperAgent over time—as well…
…has been extending the use of Azure AI Foundry to other employees. For example, the company is training senior call center operators at Corso to create solutions that assist them in their daily work. “To us, this helps in driving innovation and enhancing everyone’s capabilities…
Business value
TOBi handles nearly 45 million customer calls a month, fully resolving 70% of customer inquiries coming through Vodafone's digital channels, with the remaining 30% directed to live agents supported by SuperAgent. Average customer call times have been reduced by at least one minute, and customer satisfaction scores are up since TOBi and SuperAgent were introduced, setting the stage for Vodafone to extend the pilot to additional call centers.
…olving 70% of customer inquiries coming through the company’s digital channels. An additional 30% are directed to a live customer care agent that can count on SuperAgent for support. On average, customer call times have been reduced by at least one minute, savin…
…ave been reduced by at least one minute, saving both customers and agents time. Customer satisfaction scores are up since the use of generative AI–powered TOBi and SuperAgent, and this bodes well for Vodafone as it maps a rollout of the two solutions to…
…nerative AI–powered TOBi and SuperAgent, and this bodes well for Vodafone as it maps a rollout of the two solutions to additional call centers further afield. Another benefit of Vodafone’s AI journey has been extending the use of Azure A…
AI capabilities
Conversational AI, Generative AI
…asing customer satisfaction “By working with Microsoft and using generative AI, we now have two powerful generative AI solutions—a supercharged virtual assistant that responds even faster to common questions…
…questions like account status or simple technical troubleshooting. The other is a conversational AI search interface, called SuperAgent, to support Vodafone’s human agents in responding to more complicated customer…
Business functions
Customer Service & Support
…lled TOBi, and has also developed a customer agent solution, called SuperAgent, to empower customer care agents to respond to multiple questions, as well as broaden their expertise and allow them to focus on more varied work…
Technology
Azure, Azure AI Search, Azure AI Studio, Azure OpenAI Service, Microsoft Copilot
…ineering Director, Vodafone Group Discover more details CUSTOMER Vodafone Group PRODUCTS Azure Azure AI Search Azure AI Studio ORGANIZATION SIZE 10,000+ employees COUNTRY United Kingdom BUSINESS NEED Artifi…
…the inclusive digital communities of tomorrow, this is a critical foundation.” Vodafone chose to use Microsoft Azure OpenAI Service , Azure AI Foundry , and Microsoft Copilot , along with Azure AI Search , to support two different kinds of virtual assistants. One is an enhancement t…
Headline outcome
…e benefiting. Currently, TOBi handles nearly 45 million customer calls a month, fully resolving 70% of customer inquiries coming through the company’s digital channels. An additional 30% are directed to a live customer care agent that can count on…
Use case type
Conversational assistant
…questions like account status or simple technical troubleshooting. The other is a conversational AI search interface, called SuperAgent, to support Vodafone’s human agents in responding to more complicated customer…
