Vodafone

Telecom · Europe

FTR: 15% to 60%

Vodafone raises first-time resolution from 15% to 60% with GenAI chatbot and agent assist

NPS +14 points. SuperTOBi deployed across multiple countries on Azure OpenAI.

Friction

Telecom customers expected fast, correct answers on complex questions that classic FAQ bots could not handle.

Breakthrough

Combining customer-facing GenAI (SuperTOBi) with agent-assist (SuperAgent) and a controlled private knowledge base, preventing hallucinations as a standard risk in service.

Impact

First-time resolution from 15% to 60% in Portugal. Online NPS +14 points to 64. Part of a reallocated €140M investment.

Unlock the full analysis with breakthrough, impact, what made it smart and its technical approach below!

Name

Organisation name

Problem

Telecom customers expected fast, accurate answers to complex questions. Customer experience transformation and service cost and quality pressure drove the initiative.

What made it smart

The combination of customer-facing AI and agent-assist with a single governed private knowledge base. The same investment improves both customer and employee experience.

Technical approach

SuperTOBi runs on Microsoft Azure OpenAI, understands full sentences, conducts natural dialogue, and routes to human agents when unresolvable. SuperAgent helps staff find answers faster and forwards chat context so customers do not have to repeat themselves.

Strategic lesson

Service AI creates most value when it improves both sides of the interaction, customer experience and agent productivity, through the same underlying system.

Reflection question

Your customer contacts your organisation with a problem. How many times does that person have to repeat themselves before it gets resolved?