Efficiency ⫶ AI & shared operations providing benefits at scale Enhancing networks Transforming customer care Advancing shared operations
Call centre agent assist • GenAI providing immediate overview of customer communication history • Enables improved CX & faster resolution • >60% improvement in‘ helpfulness’ rating Optimising AI virtual assistants • TOBi & SuperTOBi (GenAI) handling high volume & complex customer conversations • SuperTOBi live in all European markets • >70% end-to-end resolution rate & +8pp NPS improvement 1 AI-powered customer value management • Live in all European markets, first agentic CVM use cases in Germany • Commercial optimisation for customer retention & reduction in campaign launch time • 85% reduction in campaign analysis time ‘Ask Once’ • AI-enabled customer experience proposition supporting first-time resolution • 96% ‘Ask Once’ promise delivery
HR digital agent • Personalised & multi-lingual support to employees • Serving 75k employees with 86% request resolution rate Autonomous procurement portal • GenAI platform used in >90% of our tenders • Allowing our procurement team to drive value through higher frequency re-tendering • >30% sourcing time reduction & >10k suppliers on platform Autonomous energy cost control • AI-driven energy capabilities incl. RAN energy optimisation & automated billing reconciliation • 98% accuracy in year-ahead consumption forecast GenAI-enabled software code development • Scaled core developer capability with >5k developers actively using the tool • >35% AI code acceptance & 12% productivity increase across development lifecycle
Zero Touch Operation • GenAI automated & optimised network operations based on real-time diagnostics • Issues resolved faster & more accurately • >70% automated resolution Cost-efficient international connectivity • Best-in-class network resilience • Costs c.30% below European market average 2 • 76% reduction in cost per Mbps with centralised management Shared network development • Centralised rollout & sourcing models • Cost efficient 5G deployment • Double-digit unitary cost reduction in radio site rollout Best-in-class Network Operations Centre (‘NOC’) • Streamlined processes & centralised network management • Adopted by Vodafone Partners at scale • >10% increase in productivity per annum
Supporting operational leverage
Vodafone Group Plc FY26 Results ⫶ May 2026
1. NPS improvement compared to the NPS rating of conversations handled by previous AI agent. 2. Based on third party benchmark, Vodafone IP transit cost/Mbps per month compared to avg. market price in Europe.
Page 14
Powered by FlippingBook