Meanwhile, Vodafone has teamed up with Microsoft’s Azure OpenAI Service to improve its customer service, spearheaded by its digital assistant Tobi, which interacts with more than 40 million customers a month in 13 countries and across 15 languages.
The more Tobi can answer customer queries without the need for human intervention, the fewer complaints there are likely to be, which is good for profits and corporate reputation.
“We see AI primarily as a ‘virtual assistant’ for humans,” says Scott Petty, Vodafone’s chief technology officer. “We already see AI freeing-up Vodafone employees’ time from tedious, repetitive manual work, enabling them to focus on more creative activities that benefit our customers and the environment.”
AI also leaves the customer agents freer to work on more complex cases, he argues. Vodafone also says that Azure OpenAI is helping customers more easily find what they’re looking for on its websites, with early evidence showing a doubling in the number of successful completed online customer journeys, and a 10% reduction in follow-up calls.
https://www.bbc.com/news/articles/c6pp1nvw5zwo,
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