Traditionally, customers looking for help and advice are restricted to either connecting with an agent or using a self-service option to resolve a query, giving them little choice in the way they interact with a company. Enter TOBi the chatbot, Vodacom’s newest self-service team member. Offering immediate, relevant support to resolve a variety of customer queries, and always learning new skills and information, TOBi enables Vodacom to deliver a great customer experience through the use of cutting-edge Artificial Intelligence (AI).
A chatbot is a conversational computer programme that automates certain tasks through text or voice commands, typically by chatting with a user through a conversational interface. Powered by AI, a chatbot is able to understand complex requests, personalise responses and improve interactions over time. While the use of traditional voice channels requires customers to give up a large portion of their time in one go and often during working hours, messaging apps like TOBi give customers the opportunity to send off a series of messages between doing other activities. They can then rejoin the chat at a more appropriate time. TOBi is built on the latest, leading AI technology, giving customers a conversational experience that can directly solve problems but also seamlessly hand over to a real person when appropriate.