Vodafone Italia has announced the launch of Tobi, an artificial intelligence-powered chatbot for online queries that was first rolled out by the parent company in the UK a year ago. The chatbot is described as a virtual service agent and will be available via all of the operator’s digital assistance channels, from the My Vodafone app, to social media and the company’s website. Customers can use it to get immediate answers to questions 24 hours a day, such as “Ciao Tobi, do I have fibre coverage in my area?” or “How much does it cost to send an SMS to the US?”
Tobi is powered by IBM Watson and has been “trained” by a team of Vodafone operators in collaboration with natural language processing and machine learning experts at the Vodafone Competence Centre in Pisa. The company added that when Tobi can’t help with a customer inquiry, the transaction will be transferred directly to a call centre operator.
Vodafone said over 94 percent of its monthly customer service interactions now take place via digital channels, including 100 million visits a month to the My Vodafone app.
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