Vodafone Ukraine has started testing a new product based on artificial intelligence. The company has developed its own AI model that will work as a supervisor in contact centers, in fact, acting as an assistant to the operator.
The company plans to use several advanced AI technologies, including voice-to-text and text-to-text conversion, as well as instant responses in dialogs based on its own knowledge base. Among the approved technologies are OpenAI Whisper, Llama, Mistral, NeMo, DeepSpeech, Claude, and Citrinet, which have already undergone thorough testing.
The main areas of focus for this integration include using AI to help speed up and improve existing workflows, provide recommendations to contact center agents and monitor their implementation, and serve customers in a way that provides a personalized experience.
The operator is now actively exploring the possibility of integrating AI into customer service processes in stores, which will reduce the workload of employees and shorten service time. In particular, typical customer questions, such as “How much money do I have in my account?” or “What offers do you have for me?”, will be answered by digital assistants, while their colleagues will conduct more meaningful consultations in the hall.
Vodafone is also planning to create AI-powered chatbots that will automate communication with customers across different communication channels. New open source models, such as Facebook’s Llama3, allow the company to reduce costs and ensure a high level of service quality by using local solutions. At the same time, information remains exclusively on the operator’s servers, which is important for data security.
The company plans to commercialize the first AI integration projects this summer. This is expected to not only significantly improve the quality of service, but also increase cross-selling and customer satisfaction (NPS), as well as reduce the number of complaints.
“Vodafone is on the verge of a major transformation that promises to revolutionize both the way we interact with our customers and our internal management. With the help of the latest AI-based technologies, we have the opportunity to significantly improve the efficiency of customer service, provide personalized recommendations, and improve control over the quality of our services,” said Sergiy Boryslavsky, Head of Digital Solutions and Platforms at Vodafone Ukraine.
In the future, Vodafone is considering selling its AI solutions on the market for the needs of other companies, which will not only allow it to recoup its investments but also become a leader in the field of artificial intelligence technologies in Ukraine.
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