Across our markets, we’re using AI, digital tools and our people’s relentless determination to remove friction and resolve customer issues faster.
Our TOBi chatbot handles over one million customer interactions every single day, almost half a billion per year, with a resolution rate of 85% and strong impact on customer satisfaction.
We’re also using AI to support our customer care teams, helping resolve issues more quickly. Germany is the first of our markets where AI-enabled agent-assist tools are now supporting customer service requests, helping improve customer satisfaction even further.
But customer experience goes beyond customer care.
It’s also about delivering better connectivity and propositions to give customers more reasons to choose Vodafone in the first place.
In the UK, we’re leveraging our network progress to differentiate our customer proposition.
At the start of September, we launched Vodafone SuperMobile giving customers access to the full benefits of our 5G standalone network, with enhanced speed, reliability and security.
In a UK first, we have guaranteed minimum speeds for our SuperMobile customers. We’ve been really encouraged by the early response, with the majority of new iPhone customers choosing SuperMobile.
And it’s not only consumers who are benefiting.
The same customer focus extends to Vodafone Business, where our managed services bring together everything from connectivity and cloud to security and AI, reducing complexity and making their employees lives simpler.
So, whether it’s removing friction from customer care through AI, investing in next-generation networks, differentiating our mobile offerings or helping businesses embrace new digital technologies, the objective remains the same: to enhance our customers’ experience.
We are turning our customer strategy into action and driving greater value for the Group.
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