Case Study: Vodafone boosts NPS and call absorption with Sabio’s MyVoice voicebot

Vodafone - Customer Case Study

Vodafone worked with Sabio to modernize its Voicebot as part of a broader global rebranding effort. The challenge was to make the automated voice channel more customer-oriented, intelligible, and empathetic while improving customer experience across more than 100 million interactions per year.

Sabio delivered the MyVoice project, redesigning more than 15,000 messages and locutions using its Voice Persona methodology and tailored personalities such as Maternal, Warm, and Millennial. The result was a 35% improvement in TNPS, 60% call absorption and bot self-management, 500,000 real customer expressions added to the catalogue, and 200 needs identified with more than 94% confidence.

Vodafone

Antonio Soria

Product Owner