Have you ever felt frustrated when you can’t talk to a real person? Vodafone’s answer is not to add real people, but AI-powered chatbots and intelligent speech recognition tools to enhance the customer experience.
The new service will be called TOBi and will use Google Cloud and Genesys Multicloud’s DialogFlow to improve customer service and resolve queries in record time.
It is the first phase of Vodafone’s new Natural Language Processing (NLP) language Interactive Voice Response (IVR) on its customer care channel.
This technology uses AI to understand the customer, understand the problem, and either resolve it or escalate it to a human customer service representative.
Initial trials of the technology began in April 2021, when 70 percent of requests made through Vodafone’s digital channels were resolved by directing customers to the appropriate digital services application.
The remaining 30 percent was edited by real people.
But even those passed on to humans contain detailed insights into the needs of the customer and the context of his request, which TOBi collected with the help of AI.
Interactive Voice Response allows customers to speak as if they were a real person instead of navigating long and boring menus.
Vodafone has reported a 94 percent match rate of a customer with the right agent or resource, despite differences in accent, voice pitch and pronunciation.
The next phase of NLP will roll out later in the year and will allow customers to conduct end-to-end queries without even speaking to a human.
This includes customer calls to change their plans and upgrade their cell phones.
“Through the use of AI virtual assistants, predictive analytics and natural language processing, we’re eliminating some of the most common pain points customers experience while providing a fast, easy and frictionless digital customer experience,” said TPG Telecom General Manager Customer Care, Virginia Papinjan .
“Every minute of a customer’s time is precious, and that’s why we’re committed to doing everything we can to eliminate the frustration of long waits or tedious searches for relevant answers. TOBi and our NLP voice IVR provide efficient customer support by providing instant, relevant assistance 24/7.
“By partnering with Google Cloud and Genesys to deliver these innovations, we demonstrate that we are at the forefront of using customer-friendly, intuitive technology solutions to keep our customers happy and our account managers more engaged.”