Customer Service Automation · Enterprise Knowledge Search
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 experience during complex enquiries.
Reported impact
Vodafone reported faster handling of complex enquiries, more personalized customer conversations, automatic escalation to human agents when needed, higher first-time resolution in Portugal, improved online net promoter scores, and reduced repetition for customers handed to agents in Ireland.
Vodafone deployed SuperTOBi as a generative AI virtual assistant for customer service, powered by Microsoft Azure OpenAI and rolled out across European markets. Customer enquiries enter Vodafone’s online chat service, where SuperTOBi interprets full sentences and phrases instead of relying on simple keyword matching, then generates more natural responses for customer-facing journeys such as appointment booking and, increasingly, billing. When the assistant cannot resolve an issue, it automatically transfers the conversation to a human agent. Vodafone paired this with SuperAgent, based on Microsoft Azure OpenAI’s Agent Copilot solution, to support customer care employees: it searches Vodafone’s companywide private knowledge database for reliable answers to complex questions and sends conversation summaries to agents so customers do not need to repeat themselves. SuperSearch extends the same AI-driven search pattern to Vodafone’s public websites.
Customers submit questions through Vodafone's online chat, where SuperTOBi processes full-sentence enquiries using Microsoft Azure OpenAI and returns responses for tasks such as appointment booking. If an issue is unresolved, the interaction is handed to a human agent, while SuperAgent uses Agent Copilot to search Vodafone's private knowledge database and pass a conversation summary to the agent. Related answers are also exposed through SuperSearch on Vodafone websites.
"As a result, the first-time resolution rate has increased from 15% to 60% and Vodafone’s online net promoter scores ... improved by 14 points to 64 points"
"Based on Microsoft Azure OpenAI’s Agent Copilot solution, SuperAgent helps human agents to quickly search and locate answers to complex queries or multiple questions."
"It also only uses information from Vodafone’s companywide and private knowledge database, ensuring that the information is more reliable than public sources."
"SuperTOBi can interpret entire sentences and phrases, overcoming the limitations of existing chatbot technologies which typically can answer only simple questions based on a few key words."
"SuperTOBi, powered by Microsoft Azure OpenAI, can understand and respond faster to complex customer enquiries better than traditional chatbots."
"it will automatically transfer a question it can’t answer to a person that can."
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.
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