Vodafone Czech Republic a.s. maintains a customer call center that was receiving approximately 10,000 requests for password resets every quarter. However, call center agents were unable to efficiently process all the requests. To boost its customer adhesiveness and business performance, Vodafone sought to reduce the number of calls while improving its customer experience.
Vodafone engaged IBM Services to develop and implement a chatbot for customer service using IBM Watson Assistant running on the IBM Cloud platform. The client used the chatbot, known as TOBi, as a new digital communication channel to address simple customer requests.