Case Study: Vodafone achieves faster, 24/7 customer support with Celfocus’s TOBi AI virtual assistant

Vodafone - Customer Case Study

Vodafone Ireland partnered with Celfocus to transform its customer service by implementing an AI-powered virtual assistant. The challenge was to create a system that could understand customer intentions through natural language, provide rapid and accurate responses, and maintain continuous conversation, all while gaining the trust of customers who were accustomed to human agents.

Celfocus developed TOBi, a comprehensive virtual assistant with both chat and voice channels, built on a micro-modular architecture. The solution delivered significant results, including handling an average of 100,000 interactions per month with a 60% full resolution rate and 99.9% uptime. The implementation also led to substantial cost savings, reducing agent handovers and direct calls to the call center by €42,000.

Vodafone