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How Vodafone Uses TOBi AI Chatbot to Revolutionize Customer Service and Reduce Response Times

By: GoBeyond Team
July 3, 2025
3 min read
Vodafone TOBi AI chatbot interface showing multi-channel support and analytics

Quick Overview

Vodafone deployed TOBi, an AI-powered chatbot using natural language processing and machine learning, across multiple digital messaging platforms to handle customer queries efficiently. TOBi understands over 100 intents, supports chat and voice inputs, and can process images and screenshots for faster issue resolution. It seamlessly escalates complex issues to human agents while providing continuous updates on support tickets. The chatbot has transformed Vodafone’s customer service by reducing wait times, increasing automation, and improving customer satisfaction.

Vodafone
Vodafone
Company Size
~100,000 employees
Revenue Range
$60B+ annual revenue
Primary Challenge
Managing high volumes of customer inquiries while improving service speed, accuracy, and satisfaction
Key Metrics
\- 60% reduction in response times\- 30% fewer escalated issues\- Handles 1 million daily conversations across 15+ markets\- 28-40% automation rate of messaging conversations\- 70% first contact resolution rate\- 50% higher customer satisfaction and 20% higher NPS with GenAI-enhanced TOBi\- Supports 14+ languages

The Problem

High contact volumes caused long wait times and inconsistent service quality

The Solution

Implemented TOBi chatbot powered by IBM Watson AI and Microsoft Azure OpenAI, continuously trained by frontline agents, integrated with CRM and messaging platforms

Results

\- Faster, more consistent customer support\- Reduced agent workload and escalations\- Improved customer experience and satisfaction\- Real-time proactive communication on technical issues and appointments

“TOBi has been a game changer, reducing response times and improving sales while working alongside our agents.”“With GenAI, we are seeing amazing value and customer satisfaction improvements.”

Jörg Knoop, Technology Digital Incubator, Vodafone GmbHIgnacio Garcia, Group Director of AI, Vodafone

Details

Industry
Professional Services & Consulting
Departments
Data & Analytics
Use Cases
Data Analysis
Tags
GenAI
Analytics Dashboard
Enhanced Decision-Making
Time-Saving
SaaS
AI Tools Used
No items found.
Sources
https://www.conversationdesigninstitute.com/case-studies/vodafone-tobi-assistanthttps://obss.tech/en/case-studies/vodafone/https://www.ibm.com/case-studies/vodafone-tobihttps://www.japeto.ai/chatbots-in-industry-customer-service-case-studies/https://www.ibm.com/downloads/cas/AWVX8VMYhttps://the-mobile-network.com/2024/07/vodafone-to-boost-tobi-with-genai/https://contact-center.cioapplicationseurope.com/cxoinsights/how-vodafone-s-chatbot-tobi-is-changing-the-contact-centre-nid-1640.htmlhttps://www.genesys.com/en-gb/customer-stories/vodafone

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