Putting Digital and AI to work – the key to achieving Customer Experience Excellence
23/05/2018 16:20 - 16:40
Vodafone UK has implemented TOBi, a customer service chatbot developed to meet our customers’ need for new and innovative ways to contact Vodafone, that match their lifestyle and make their life easier. TOBi works with our people on more complex queries, while the machine is learning. We attribute our huge success to the seamless way we work with the bot and our agents.
Award winning TOBi is integrated with Amazon Alexa. The Alexa skill was built so customers can self-serve simple tasks like billing and usage. It also caters for c. 70% of our top FAQs. Today, we see almost 3000 regular users of the Alexa skill each month. This will grow as we drive awareness via co-marketing activity with Amazon.
Moreover, within Vodafone Group Enterprise, our global enterprise digital transformation programme EVE, digitalises the end-to-end service we provide. Our agents are empowered to better serve our customers by exploiting digital technologies.
The transformation of our customer service operations by digitalising our agents’ experience, empowers them to deliver a better CX:
A single customer self-serve portal and single integrated desktop enable agents to provide intelligent, transparent, effort-free customer service
Intelligent alarming for efficient customer diagnostics, with integrated ticketing so we never lose track of incident resolutions
A scalable, flexible, future-proof build for our cloud global digital platform, enables local markets to leverage the platform, whilst the business makes continuous improvements, and develops future capabilities
A model service centre showcases, tests and measures future releases and process automation using robotics
Robotics process automation removes repetitive, low interest activities from agents, allowing them to become problem solvers for more complicated customer issues
Using Yammer to bring together a globally dispersed team, as traditional comms channels didn’t support the real engagement and success sharing we needed
Dom will also share the results and business impacts we’ve seen since the implementation EVE.
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