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Vodafone Partners with Google Cloud and Genesys-powered AI VA ‘TOBi’ and Speech IVR


Sydney, NSW, Australia, Jan 25, 2022 -- Vodafone is taking customer care to the next level by partnering with Google Cloud and Genesys to launch a suite of artificial intelligence-powered chat bots and smart speech recognition tools to improve customer experience by resolving queries.

Using Google Cloud’s Dialogflow and Genesys Multicloud CXTM, Vodafone has transformed its customer service journey with the launch of its first AI chat assistant named ‘TOBi’ on its digital customer care channels and the first phase of its new Natural Language Processing (NLP) speech Interactive Voice Response (IVR) on its voice customer care channel.

TOBi and speech IVR use AI to understand and respond to customers to significantly reduce the time it takes to resolve their queries by either directly solving their issue or triaging them to the correct resource or department with greater accuracy and speed.

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, such as a change to their plan or an upgrade to their handset, making self-service quick, easy and efficient.

TPG Telecom General Manager Customer Care, Virginia Papinyan said, "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.

"Every minute of a customer’s time is precious, and that’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."

Google Cloud Vice President ANZ, Alister Dias, said "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."

Genesys Vice President ANZ, Mark Buckley, said "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 will continue to redefine the CX space and assist innovative companies like Vodafone to digitally transform and deliver exceptional customer service and satisfaction."


Posted by Veronica Silva Cusi, news correspondent
Source: https://www.vodafone.com.au

Date Posted: Wednesday, January 26, 2022

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