Digital Transformation Consulting

VOXI mobile, a sub-brand of Vodafone targeting the 16-29 age demographic, faced the challenge of engaging with a Generation Z audience through customer service interactions that were both relevant and professional. The traditional chatbots in use struggled with understanding questions that deviated from predefined scripts, often leading to poor customer experiences and higher transfer rates to human agents. To address this niche issue, Accenture helped develop a cutting-edge large language model (LLM) AI chatbot using Microsoft’s Azure AI Studio and Azure OpenAI framework. This new chatbot was designed to better comprehend context, handle multiple queries simultaneously, and adapt its tone to be both youthful and professional, aligning with VOXI’s brand voice.

The tailored solution incorporated an intent classifier to filter relevant topics and a training regimen that included diverse customer scenarios, including varied emotional tones like anger or happiness. Additionally, safety features such as a kill switch and alert systems were implemented to prevent inappropriate responses and ensure rapid issue resolution. The development process took approximately three months and involved iterative refinement to optimize functionality and user experience.

The impact of this solution was notably quantifiable within the first six months of deployment: customer interactions became faster and simpler, the containment rate increased, reducing the need for human escalation, and the average handling time for complex queries decreased. Furthermore, the chatbot’s improved understanding and tone refinement resulted in a better brand representation, resonating more authentically with VOXI’s youthful audience. This innovative implementation set a new industry benchmark for UK telecommunications customer service and significantly contributed to VOXI’s goal of delivering a superior, engaging customer experience tailored specifically for Generation Z consumers.