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Capgemini Telecommunications global

Vodafone

Customer Service Automation

Vodafone wanted a better way to help SME and SoHo business customers understand, activate, and adopt Microsoft digital tools without relying only on traditional support channels.

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Italian, German, and Irish markets

Reported impact

Business outcome

Vodafone created a new digital support channel for business customers, improved the consistency of Microsoft-tool guidance, and established a model it can scale across additional markets and future support scenarios.

  • Customer Experience
  • Scalability

Solution

Vodafone and Capgemini Invent built a generative-AI Virtual Coach to help SME and SoHo business customers adopt Microsoft tools more effectively. The project started with discovery work in Italy, Germany, and Ireland to map pain points across the customer journey and understand why digital-tool activation and engagement were low. Using that research, the joint team defined the target journey, conversational flows, business rules, and high-level architecture, then built a proof of concept and validated it through internal testing. The resulting assistant was deployed across Vodafone's web channels and Microsoft Teams so customer IT teams could access consistent guidance on activating and using Microsoft 365 and related security tools. Rather than offering static documentation, the Virtual Coach tailors explanations to employee skill levels and links specific tasks to the right Microsoft capabilities, giving Vodafone a scalable digital-support model it can expand to other markets.

Data flow

Customer IT teams access the Virtual Coach through Vodafone web channels and Microsoft Teams, where the assistant interprets task needs, explains Microsoft 365 and security-tool usage, and delivers guidance tailored to the user's skill level.

Solution architecture

3 components · 1 layer
  1. Serving
    • Gen AI Virtual Coach Guides SME and SoHo customer IT teams through activation and use of Microsoft tools with tailored digital assistance.
    • Microsoft 365 suite Provides the core productivity tools the coach explains and helps customers adopt.
    • Microsoft Teams Acts as one of the customer-facing channels through which the Virtual Coach is delivered.

Architecture clues

  • A proof of concept was built and internally tested before broader deployment
  • Conversational flows, business rules, and high-level architecture were defined jointly
  • The team mapped the end-to-end customer journey before building the solution
  • Vodafone is evaluating how to scale the service to other markets

Evidence from the source

"By introducing the solution on Vodafone's web and Microsoft Teams channels, Capgemini Invent ensured a consistent experience throughout the journey."
"The solution was designed to support any B2B customer's IT team in the activation and use of the Microsoft 365 suite and related security tools."
"Working with Capgemini, Vodafone developed a Gen AI-based Virtual Coach"
"the company has now opened the door to new support options built on innovative technology."
Transparency Evidence & methodology 75/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value75/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency10/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Capgemini

    Vodafone calls upon Gen AI to expand use of IT tools - Capgemini

    First-party
    https://www.capgemini.com/news/client-stories/vodafone-calls-upon-gen-ai-to-expand-use-of-it-tools/
    Source type
    Vendor-published customer story
    Published
    Oct 24, 2025
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Oct 24, 2025 · Capgemini · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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