Digital Transformation Consulting

VOXI, a sub-brand of Vodafone targeting young people aged 16-29, faced the niche challenge of engaging Gen Z customers with customer service that resonates with their language and communication style. Their existing chatbot struggled with understanding questions, handling multiple queries simultaneously, and delivering an appropriate tone—often coming across as juvenile rather than professional. To address this, Accenture developed a bespoke large language model (LLM) AI chatbot using Microsoft’s Azure AI Studio and the Azure OpenAI framework. The solution included training the chatbot on varied customer scenarios, implementing an intent classifier to filter relevant queries, and refining its tone to strike a balance between youthful and professional communication. Additionally, a kill switch and alert systems were incorporated to maintain control and prevent inappropriate responses.

Quantifiable results within the first six months post-launch demonstrated the chatbot’s success: a significant increase in containment rates, meaning more customer queries were resolved without human agent escalation; a reduction in average handling time for customers requiring agent support; and overall enhancement of brand representation as the chatbot adopted a more engaging, relevant tone. The chatbot also contributed to a decrease in the volume of chats directed to human agents, thereby improving process efficiency and reducing routine workload. This innovative use of generative AI set a new benchmark in the UK telecom industry by delivering more human-like, engaging, and tailored customer interactions, ultimately supporting VOXI’s goal of establishing a stronger, more relevant youth-focused brand with an improved customer experience.