Digital Transformation Consulting

VOXI mobile, a UK sub-brand of Vodafone targeting customers aged 16-29, faced challenges with traditional chatbots that struggled to understand complex queries, handle multiple questions simultaneously, and conveyed an inconsistent tone—often sounding more like a teenager than a professional mobile network operator. To address these niche issues, Accenture helped develop a pioneering gen AI-powered chatbot within the Azure OpenAI framework, built with advanced context understanding and intent classification capabilities. The chatbot was trained on diverse customer scenarios, including different moods and tones, with regular monitoring, a kill switch, and alert systems implemented to ensure appropriate and aligned responses.

The tailored solution resulted in significant, quantifiable improvements within six months of launch. Customer interactions became faster and simpler, with increased containment rates meaning more queries were resolved by the chatbot without human intervention. This reduced the average handling time for customers requiring agent support, leading to a more efficient service process. Importantly, the chatbot's tonal refinement balanced a youthful yet professional tone, improving brand representation and resonance with Gen Z customers. Additionally, the system reduced routine tasks for customer service staff and decreased chat volume directed to human agents, contributing to enhanced overall customer experience and helping Vodafone establish the chatbot as a benchmark in UK telecom customer service innovation.