Case Study: Vodafone achieves 80%+ automated SMS support and significant cost reductions with Expert.ai

Innovative customer interaction management solution

Vodafone, one of Europe’s leading mobile operators, engaged Expert.ai to build an innovative customer interaction management solution for its SMS 190 service, which receives hundreds of thousands of requests monthly. The challenge was to provide a natural‑language self‑help interface that could automatically understand and route a high volume of SMS inquiries while improving quality and controlling costs.

Expert.ai implemented its Cogito Answers semantic self‑help backbone to automatically interpret and categorize incoming SMS requests and retrieve accurate knowledge‑base responses. The deployment now handles over 80% of requests via SMS 190, achieves about 90% accuracy in automatic categorization, supports more than half a million SMS interactions each month, and has reduced operating costs while optimizing customer care.

Vodafone