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Automating SMS Self-Help at Vodafone
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
The Challenge
Vodafone, one of Europe's leading mobile operators, was facing a challenge with its call center operations. The company was logging more than 45 million inbound calls annually, which was a significant load on their resources. They wanted to optimize their call center operations and provide greater autonomy to their customers. The company believed that the best way to achieve this was by developing an innovative SMS-based self-help channel. This would allow customers to get the help they need without having to make a call, thereby reducing the load on the call center.
About The Customer
Vodafone is one of Europe’s leading mobile operators with a presence in more than 80 countries. The company is chosen by more than 400 million customers to meet their communications needs. Vodafone provides a range of services including voice, messaging, data and fixed communications. The company has a significant presence in Europe, the Middle East, Africa and Asia Pacific through the company's subsidiary undertakings, joint ventures, associated undertakings and investments.
The Solution
To address the challenge, Vodafone selected expert.ai technology to develop an innovative customer integration management solution for its SMS application. The application uses expert.ai's semantic technology to interpret and understand customer queries regarding pricing plans, promotions, and services and retrieve the most relevant answer. This technology allows the application to understand the context and meaning of the customer's query, ensuring that the response provided is accurate and helpful. With this solution, Vodafone can now provide automated assistance to customers 24 hours a day, 365 days a year. This free, on-demand service not only improves customer satisfaction but also reduces the call volume to their call center.
Operational Impact
Quantitative Benefit
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