Vodafone Introduces Virtual Assistant TOBi and Speech IVR

Vodafone has partnered with Google Cloud and Genesys to launch a suite of artificial intelligence-powered chat bots and smart speech recognition tools.

Using Google Cloud's Dialogflow and Genesys Multicloud CX, Vodafone launched an AI-powered chat assistant named TOBi on its digital customer care channels and is working on a natural language processing (NLP) speech interactive voice response (IVR) for its voice customer care channel.

Through NLP and contextual search, TOBi can provide end-to-end assistance for low-complexity queries, route customers to the best digital self-service application, or connect customers to the best human agent with the relevant skills to handle their needs.

In the first phase of its speech IVR rollout, Vodafone migrated from its original keypad-based system to one that lets customers communicate their queries in natural language and be directly routed to the correct resource or agent,.

Later this year, Vodafone will roll out the next phase of its NLP and AI capabilities, which will enable customers to perform end-to-end, simple transactions through the speech IVR.

"By using AI virtual assistants, predictive analytics and natural language processing we are taking out some of the most common pain points that customers experience while also delivering a fast, simple, and frictionless digital customer experience," TPG Telecom Customer Care General Manager Virginia Papinyan said in a statement. "Every minute of a customer's time is precious, and tha's why we are committed to doing everything we can to remove the frustration of long wait times or lengthy searching for relevant answers. TOBi and our NLP speech IVR delivers efficient customer support through offering immediate, relevant assistance, 24/7. By partnering with Google Cloud and Genesys to deliver these innovations, we are demonstrating that we are at the forefront of using customer-friendly, intuitive technology solutions to keep our customers happy and our customer care agents more engaged."

"When it comes to customer service, every second counts. By harnessing the power of AI, machine learning, and data analytics, Vodafone can offer rich, intuitive customer outcomes, quickly. The result is a better experience for customers. They get answers faster, and human agents can focus on higher-value tasks," said Google Cloud Vice President for Australia and New Zealand Alister Dias in a statement.

"Delivering unified, frictionless, and empathetic experiences in the new customer-led marketplace has never been more important. The Google and Genesys collaboration exemplifies how strategic partnerships enable enterprises to orchestrate seamless end-to-end customer experiences and increase their operational efficiencies," Genesys' vice president for Australia and New Zealand, Mark Buckley, said in a statement. "Genesys will continue to redefine the CX space and assist innovative companies like Vodafone to digitally transform and deliver exceptional customer service and satisfaction."

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