Vodafone’s SuperTOBi GenAI assistant enhances customer service with natural conversations and efficient query handling.
Vodafone’s new GenAI-driven virtual assistant, SuperTOBi, powered by Microsoft Azure OpenAI, is rolling out across Europe. This advanced assistant can understand and respond to complex customer inquiries faster and more accurately than traditional chatbots. Launched in Italy and Portugal, it will soon serve customers in Germany and Turkey, with more markets to follow this year.
SuperTOBi overcomes the limitations of existing chatbot technologies by interpreting entire sentences and engaging in natural conversations. Unlike traditional chatbots that rely on keywords, SuperTOBi offers a personalized experience and seamlessly transfers queries it can’t handle to human agents. This innovation marks a significant upgrade from Vodafone’s previous chatbot, TOBi, which supported customers in 13 countries and understood 11 languages.
The benefits of SuperTOBi are already evident in Vodafone Portugal, where it has improved the first-time resolution rate from 15% to 60% and boosted net promoter scores by 14 points. Customers experience smoother interactions when booking appointments and handling billing inquiries, enhancing overall satisfaction and efficiency.
Complementing SuperTOBi, Vodafone’s customer care employees use SuperAgent, an AI tool based on Microsoft Azure OpenAI’s Agent Copilot solution. SuperAgent helps human agents quickly find answers to complex queries using a reliable company-wide knowledge database. In Ireland, it even provides conversation summaries to agents, ensuring customers don’t need to repeat themselves, further streamlining the customer service experience.