Categories: BroadbandNetworks

Vodafone Adds Alexa AI Customer Service Improvements To Boost 4G Enhancements

Vodafone is boosting its customer service operations with round the clock social media support and AI-powered chatbots and voice authentication as it looks to supplement its network improvements and boost its all-round mobile service.

A trial of voice authentication technology will make it easier for customers to verify their identity, without the need for password, and Alexa-powered AI will provide billing information and account details when prompted.

The ‘TOBi’ chatbot was launched earlier this year but is now faster and can answer account-specific questions on things like roaming and tariff advice. Vodafone claims TOBi now understands customer needs 90 percent of the time.

Vodafone customer service

The Newbury-based operator is now offering Twitter and Facebook support at all hours of the day and is adding new features to the ‘My Vodafone’ application. Customers will be able to see a history of previous interactions and be able to talk to the same agent while discussing their issue.

“Our new service offerings illustrate our commitment to putting our customers at the very heart of everything we do,” said Nick Jeffery, Vodafone UK CEO. “Whether it’s providing 24/7 customer care, developing innovative new digital services or outstanding indoor 4G coverage, we are determined to make our network and services easier to use, faster and more engaging for our customers than ever before.”

Vodafone is improving the capacity and indoor coverage of its 4G network ahead of the arrival of 4.5G and 5G, but it appears there is a recognition that technology alone won’t see it carve out more market share.

Earlier this year, Vodafone said it was creating 2,100 new customer service jobs in the UK as part of an ongoing £2 billion investment programme into its network and services, months after it was fined the best part of £5 million by regulator Ofcom for “serious and sustained” breaches of consumer protection rules.

Vodafone was also named the most complained about mobile provider by Ofcom as recently as last month.

What do you know about Vodafone? Take our quiz!

Steve McCaskill

Steve McCaskill is editor of TechWeekEurope and ChannelBiz. He joined as a reporter in 2011 and covers all areas of IT, with a particular interest in telecommunications, mobile and networking, along with sports technology.

Recent Posts

Amazon Alexa Recovers After Morning Outage

Alexa wake up alarm didn't work this morning? Smart lights didn't turn on? Outage of…

23 hours ago

UK, Australia Reach Cyber, Critical Tech Agreement

Australia says it will 'fight back' against nation state cyberattacks, after agreements with the UK…

24 hours ago

Italian Regulator Recalculates Apple, Amazon Fines

Italian regulator admits it has redetermined the fines against Apple and Amazon, over the sale…

2 days ago

Red Cross ‘Appalled’ As Hackers Steal Humanitarian Data Of 515,000 People

A new low. International Committee of the Red Cross shuts down reunification system, after hackers…

2 days ago

Russia Proposes Ban On Cryptocurrencies, Crypto Mining

Russia's central bank has this week proposed the banning on the use and mining of…

2 days ago