Case Study: Vodafone achieves 24/7 self-service customer support with Sabio’s WhatsApp chatbot

Vodafone Includes Whatsapp As A New Customer Service Channel By Incorporating A Chatbot From Sabio

Vodafone wanted to improve customer experience and expand its multichannel service by adding WhatsApp as a new support channel, especially for high-volume, routine queries from pay-as-you-go customers. Working with Sabio, Vodafone aimed to automate common requests such as balance checks, rate information, and renewals while freeing contact centre agents to handle more complex issues.

Sabio implemented a WhatsApp chatbot using Microsoft Luis for natural language understanding, the Microsoft Bot Framework, Visual Designer, and Java Springboot microservices integrated with Vodafone systems. The solution achieved 98.5% correct enquiry recognition and 95% self-managed enquiries, delivering fast, 24/7 service and helping Vodafone move routine interactions to an efficient digital channel.

Vodafone

Antonio Soria

Product Owner