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The Role of AI in Enhancing User Experience with Vodafone’s Award-Winning Chatbot TOBi

Introduction to TOBi: Vodafone’s AI-Powered Digital Assistant

TOBi is Vodafone’s innovative AI-powered chatbot, now active in 15 countries. It leverages artificial intelligence to understand and respond to customer queries via chat and voice-based interfaces. Recognized as one of the largest AI applications in customer service, TOBi represents a significant advancement in digital customer interaction.

Enhanced Technical Support with AI

In AI-driven conversations, TOBi efficiently conducts infrastructure and modem checks. When it identifies issues with the user’s internet connection, it promptly creates a service record and notifies specialized teams for resolution. Additionally, TOBi aids users in resolving simpler problems by providing step-by-step guidance with modem imagery.

Seamless Integration with Live Support

For more complex issues requiring detailed investigation, TOBi seamlessly transitions users to live support. This feature ensures that customers receive comprehensive assistance, combining the efficiency of AI with the expertise of human support.

Proactive Customer Engagement with TOBi’s Continuous Updates

Users can obtain continuous updates from TOBi regarding the status and details of their technical support tickets. Proactively, TOBi informs users about visits from field teams and regularly updates them about improvements in connection quality, even if no issues have been reported.

TOBi: Elevating Customer Experience with Personalized Assistance

Among digital assistants available to Vodafone customers, TOBi stands out for its ability to offer personalized recommendations and reminders. This distinct functionality has contributed to TOBi’s popularity, making it a preferred choice for many users.

Recognition and Awards

TOBi’s excellence in providing technical support for home internet services has been acknowledged through prestigious awards. It clinched the ‘Best Chatbot’ title at the Martech Marketing and Technology Awards and secured the gold medal in the ‘Best Self-Service Technology’ category at the Contact Center World Awards.

Functional Versatility in the Vodafone Yanımda App

Accessible via the Vodafone Yanımda mobile application, TOBi offers a wide range of services including bill payments, mobile package management, phone purchases, and home internet services. It replicates many functions traditionally handled by customer service call centers, adding convenience and efficiency to the user experience.

Advanced Communication and Billing Features

TOBi supports both text and voice communication and can seamlessly transfer users to live chat if it cannot resolve an issue. It also has the capability to send SMS and email bills, integrating seamlessly with financial payment systems.

Contribution of OBSS to the Project

The successful implementation and development of this project involved significant contributions from OBSS, particularly in collaboration with Vodafone, showcasing their expertise in technological innovation.


What achievements did OBSS deliver for Vodafone?

10M+

Monthly Unique Chat

9M+

Monthly Unique Users

1M+

Daily Transactions

137K+

Monthly Technical Support Meeting

83%

Performance improvement

15+

Countries


About Vodafone

Vodafone is a global telecommunications company known for its technological advancements and a strong commitment to humanity. With a history of pioneering mobile communication, Vodafone continues to impact billions of lives worldwide. The company’s current initiatives include using smartphones for cancer research and leveraging big data for social good. Vodafone’s corporate culture is centered around diversity and individuality, striving to create a positive impact on society and the environment. While technology is a significant aspect of Vodafone’s identity, it is their focus on humanity that drives their progress.


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