IBM chatbot allows telco company customers solve simple problems immediately without call centre agent assistance, eliminating thousands of calls each month, speeding up the service and improving customer satisfaction.
IBM (NYSE:) announced that Vodafone has launched IBM Watson Assistant in the Czech Republic to accelerate customer care, specifically to automate the password reset process. Thousands of Vodafone customers have successfully set new passwords with the help of the chatbot “TOBi” since Vodafone began the chatbot pilot using IBM Watson Assistant.
"We are very proud to be digital pioneers in the usage of IBM's artificial intelligence platform, Watson, and deliver benefits to our customers. We chose to chat directly with our customers in My Vodafone self-service on the web and via the cell phones," explains Anna Hoerova and adds: "TOBi is artificial intelligence that understands the context of dialogue. It has the benefit of being available 24 hours a day, 7 days a week, wherever customers need support, whether on the web or in My Vodafone application. TOBi can instantly resolve some simple transactional requests at the time when it is needed, eliminating unnecessary delays, and our customer service agents get to focus on more complex and meaningful issues with our customers."
TOBi works with IBM Watson Assistant Technology and Vodafone customers can meet it when renewing the cell phone password so far. Vodafone customers will soon be able to meet TOBi when addressing other requirements. “AI will play a critical role in transforming customer service. Customers will no longer need to wait to get an answer to their simple requests. IBM Watson Assistant offers new, inventive ways to communicate with your customers,” said Zuzana Kocmanikova, Country General Manager of IBM Czech Republic.