Mobile devices have reached every facet of our modern lives and Artificial intelligence (AI) is changing how we go about our day-to-day lives. Consider how you search, how you shop, how you bank and how you work. AI is changing and improving all these, including how we communicate.
Digital assistants or chatbots are growing in popularity and making it even easier for us to use our mobile devices to do things such as interact with companies, customers, and prospects. Organizations can now engage with customers and employees in a proactive, personalized way, at scale across web, mobile, and messaging platforms.
At the most basic level, a chatbot or digital assistant is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person. Chatbots can be as simple as rudimentary programs that answer a simple query with a single-line response, or as sophisticated as digital assistants that learn and evolve to deliver increasing levels of personalization as they gather and process information.
As a communication market leader, Vodafone Fiji is pleased to introduce Fiji’s first Artificial Intelligence (AI) driven contact center chatbot. An AI powered chatbot which uses natural language processing (NLP) and machine learning (ML) to better understand the intent of the human and provide a more natural, near human-level communication. Our objective is to provide our customers with an avenue to interact and get answers to their inquiries while using the chatbot. Vodafone’s chatbot “Joe” is available on the My Vodafone App, available for download on Play Store and App Store. We believe that “Joe” will help improve the customer experience, allowing a seamless conversation for a number of queries such as balance checks, phone prices, APN settings amongst others. ‘Joe” has been given a local persona so our customers feel the warmth and connection similar to engaging with our live contact center agents.
“Joe” is integrated to a number of backend services through a series of API’s, which powers it to provide not just static FAQ based responses, but dynamic information like number status and account balances. It understands customer’s intention and responds accordingly. There are more dynamic use cases planned to be rolled out for “Joe” such as Live Agent hand over, opt-in/out of plans, dynamic recharge, etc within the next few weeks.
“Joe” is powered by some of the world’s best AI, machine learning and cloud technology. This is a great platform to start utilizing AI technology, which has a lot of use cases for many other industries (both internal for employees and external for customers) right here in Fiji. Vodafone can help you boost operational efficiency, drive cost savings and enable you to offer value, convenience and improve customer satisfaction. Below are some of the areas in which Vodafone chatbot solution can help your business.
Please reach out Vodafone and let’s explore how we can help you propel and take advantage of this new technology.