Vodafone puts focus on AI and renewed customer service push

Vodafone is trialling new voice authentication services, expanding the capabilities of its chatbot TOBi and working on 24/7 social media care and its'Message Us' service as it looks to improve its customer service through a focus on new technology. The company is trialling the new voice authentication service to make it easier for its customers to verify their identity, access their details quickly and receive an account update through Amazon's personal assistant Alexa. Updates include billing data account details and information about extras. "From an internal standpoint the move to voice is to do with fixing problems. It wasn't a tech question it was a business question – what can we do to help our customers?"