Vodafone to use artificial intelligence to speed up online queries

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.