What’s your favourite project you’re working on right now?
I’m really excited about the rollout of our global TOBi platform. My team is responsible for technical management of a number of contact automation services, in particular this one. I work with a small squad of Technical Delivery Managers to support both new markets that want to onboard to the Global Tobi Platform, and existing markets that want to introduce new features and/or improve customer experience.
TOBi is one of the biggest AI customer care bots in the world. It currently handles 15 million conversations per month and is deployed in 15 markets. It uses Natural Language Understanding to recognise a customer's intent, e.g. "I want to pay my bill" , from whatever they type into TOBi.
The Composer is developed in-house and will replace our current conversational design tool used by many, but not all Global Tobi Platform markets, with a single design tool that can be used by all. Composer will allow us not only to reduce costs, but provide an even richer TOBi experience to our customers. In addition, having a single design platform across all markets is another key step in promoting reusability and allowing markets to share innovation and the best performing user journeys. It is a challenging project, but working with our colleagues in Group Commercial and the excellent TOBi teams in each market, it is a challenge I will relish!
What impact will it have on the business?
It provides the foundation to enable our markets to offer industry leading, content rich customer journeys. Customers can get advice, manage their account, purchase new products and services, etc. via a number of channels e.g. My Vodafone App, Web, Whats App, Facebook, etc.
For those customers that still prefer to talk rather than type, the Global Tobi Platform also provides intelligent voice interaction, which is far more effective and less annoying than using traditional IVR solutions. For customers, this means they can get their question/issue resolved effectively and efficiently, without a long wait for connection to a live agent.
For Vodafone, so much customer traffic handled by TOBi rather than live customer care agents has a significant impact on cost. In addition, having a single, reusable platform that each market can quickly and simply integrate into their own infrastructure, allows reuse across markets. This not only minimises effort and costs, but also provides a consistent technology stack across Vodafone that enables reuse of features and the best performing user journeys. The result is faster growth and higher customer satisfaction scores.