Case Study: Vodafone achieves faster, multilingual customer care with Microsoft Azure

Vodafone transforms its customer care strategy with digital assistant built on Azure Cognitive Services

Vodafone, the global telecommunications company, needed a faster, more consistent way to support customers across many markets, products, and languages while modernizing its customer care strategy. Working with Microsoft Azure, Vodafone built TOBi, a digital assistant powered by Azure Cognitive Services and Azure Bot Service to handle customer interactions through chat, messaging apps, the My Vodafone app, and voice channels.

Microsoft Azure helped Vodafone implement natural language understanding, speech capabilities, and real-time translation so TOBi could deliver more natural, multilingual conversations at scale. The results were significant: TOBi now handles 60% of customer interactions, supports 15 language-specific versions across markets, holds 25 million to 30 million conversations a month, and has reduced call-center contacts by 12% year over year, improving customer experience while lowering operational costs.

Vodafone

Paul Jacobs

Group Head of Operations Transformation