Vodafone has introduced SuperTOBi, an advanced generative AI-powered virtual assistant aimed at revolutionizing customer service across Europe. Built on OpenAI models through Microsoft’s Azure OpenAI service, SuperTOBi marks a significant upgrade over Vodafone's previous chatbot, TOBi, by interpreting entire sentences for faster and more accurate responses.
Initially launched in Italy and Portugal with plans for expansion to Germany and Turkey this month, SuperTOBi has already demonstrated impressive results. It has boosted first-time query resolution rates in Portugal from 15% to 60% and significantly improved online net promoter scores.
Designed to provide a personalized experience, SuperTOBi can autonomously handle complex queries and seamlessly transfer them to appropriate staff members when needed. Vodafone emphasizes the AI's ethical use, integrating safeguards from their AI Framework developed in collaboration with the University of Oxford.
SuperTOBi complements Vodafone’s broader AI strategy, including tools like SuperAgent for customer care employees and SuperSearch for enhanced website navigation. These initiatives are part of Vodafone’s $151 million investment to enhance service quality and customer satisfaction.
Beverley Bartlett, Vodafone’s head of digital care, highlighted the transformative impact of generative AI, aligning with Vodafone’s mission to advance customer solutions and connectivity for a better future. The launch underscores Vodafone’s commitment to leveraging Microsoft’s AI solutions following their $1.5 billion partnership deal earlier this year.
