Customer Service Automation · Enterprise Knowledge Search
Vodafone wanted to improve customer experience for complex service interactions by making its virtual assistant better at understanding nuanced enquiries and by reducing repetitive work for care agents so they could resolve harder issues faster without passing customers around.
Reported impact
Vodafone reports better first-time resolution for complex enquiries, shorter customer call times, improved response accuracy and customer satisfaction, less repetitive work for agents, broader employee skills, and the ability to reuse the approach across multiple markets.
Vodafone built two customer-care AI services, SuperTOBi and SuperAgent, as part of its customer experience programme using Microsoft’s generative AI stack. SuperTOBi extends Vodafone’s existing TOBi virtual assistant with Microsoft Azure OpenAI Service so it can interpret more complex customer enquiries, respond in a more natural way, and personalize responses across Vodafone’s multilingual service footprint. When TOBi cannot resolve an issue, it hands the interaction to a human agent together with a conversation summary, preserving context for the next step. SuperAgent then supports the agent by locating detailed answers from Vodafone’s knowledge base and by checking call and online chat transcripts to identify missing information or training needs. Vodafone also says both solutions operate under its AI Framework, which governs ethical, unbiased, explainable AI use as rollout expands across call centres and markets.
Customer questions enter SuperTOBi, which uses Microsoft Azure OpenAI Service to interpret and answer them in natural language. If the bot cannot resolve an issue, it passes a summary of the conversation to a human agent. SuperAgent then retrieves relevant material from the Vodafone-wide knowledge database and checks call or online chat transcripts so the agent can resolve the case faster and with more context.
“Initial tests of SuperTOBi show an 50% improvement in first-time resolution of critical customer journey’s such as complex billing inquiries, as well as greater accuracy of responses overall.”
“It helps agents solve more complicated problems by quickly locating the relevant information from the Vodafone-wide knowledge database.”
“Now with Microsoft Azure OpenAI, TOBi can better understand, and respond faster, to complex customer enquiries while providing them with a more personalised experience.”
“SuperAgent can more quickly check call and online chat transcripts to determine whether additional training or information is required.”
“TOBi sends a summary of its customer conversation to the agent, so they can jump right in.”
“TOBi, Vodafone’s existing virtual assistant which is already handling nearly 45 million customer questions per month in 13 countries using 15 different languages.”
“by leveraging Microsoft’s GenAI capabilities, customer call times have been reduced by at least one minute on average”
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
Microsoft Sample Nov 18, 2025 AT&T AT&T's employees were spending too much time investigating across many search links to find answers, developers were debugging code line by line, and data flowed faster than humans could keep up. Leadership needed proof… 100,000+ employees actively using agents Azure AI Foundry · Azure AI Search · Azure API Management Microsoft Sample Feb 5, 2025 Vodafone In the face of rising customer demand for new digital services, global telecommunications provider Vodafone is exploring innovative ways to enhance the customer experience, including better handling of complex inquiries… Africa, Vodafone serves more than 330 million customers in 15 countries Azure AI Foundry · Azure AI Search · Azure AI Services Microsoft Sample Jul 4, 2024 Vodafone Vodafone wanted to improve customer service by overcoming the limits of traditional chatbots, which could usually answer only simple keyword-based questions and created weaker first-contact resolution and customer… TOBi is already supporting customers in 13 countries across Europe and Africa Agent Copilot · Microsoft Azure OpenAI · SuperAgent 