Case Study: Vodafone achieves 80% automated SMS responses and reduces call centre volume with Expert.ai

Vodafone - Customer Case Study

Vodafone, one of Europe’s leading mobile operators serving over 400 million customers, faced more than 45 million inbound calls a year and wanted to reduce call-center load while giving customers more autonomy. To build an SMS-based self‑help channel, Vodafone partnered with Expert.ai and used Expert.ai’s semantic technology to power a customer integration management solution for its SMS application.

Expert.ai’s semantic engine interprets customer questions about plans, promotions and services and retrieves relevant answers, enabling 24/7 automated support. The Expert.ai-powered SMS service now handles about 30,000 texts daily (over half a million per month), automates responses to 80% of inquiries, cuts call volume, and saves roughly €8–10 for each automatically handled request, improving customer satisfaction and operational efficiency.

Vodafone

Manlio Costantini

Director of Customer Operations and Online Services