Vodafone has announced the deployment of SuperTOBi, its new customer-centric virtual assistant powered by generative AI (GenAI), across Europe.
Developed in collaboration with Microsoft Azure OpenAI, SuperTOBi is designed to handle complex customer queries with greater speed and efficiency compared to conventional chatbots. Initially introduced in Italy and Portugal, it will soon be available to customers in Germany and Turkey starting this month, with plans for expansion into additional markets later this year.
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Vodafone’s new online chat service, SuperTOBi, represents the next evolution of their existing chatbot, TOBi, currently assisting customers in 13 countries across Europe and Africa in 11 languages. This initiative is a cornerstone of Vodafone’s extensive efforts to enhance the customer experience, supported by a redirected investment of EUR 140 million this fiscal year.
SuperTOBi distinguishes itself by its ability to understand complete sentences and phrases, a significant advancement beyond conventional chatbots that typically respond to basic queries based on limited keywords. It fosters more natural interactions with customers, moving beyond terse responses to engage in personalized conversations. Moreover, if faced with an inquiry it cannot resolve, SuperTOBi seamlessly transfers the query to a human agent who can provide assistance.
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In Portugal, Vodafone customers are already experiencing the benefits of SuperTOBi, particularly when scheduling appointments. This has led to a significant rise in the first-time resolution rate, climbing from 15% to 60%.
Additionally, Vodafone’s online net promoter scores, which gauge customer satisfaction, have increased by 14 points to 64, surpassing the benchmark of 50 points (a figure which is considered strong). Moreover, SuperTOBi forms part of a broader initiative that includes enhancing other customer interactions such as billing.
It is complemented by SuperAgent, an advanced bot assistant utilized by Vodafone’s customer care staff, and SuperSearch, an upgraded search feature on Vodafone’s customer-facing websites.
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