ItalyTechnology and telecom2024 – ongoingVodafone Group
SuperAgent knowledge search for customer care staff in Italy
Vodafone's Italian pilot reported calls at least one minute shorter with TOBi and SuperAgent
Problem
Vodafone agents searched lengthy technical documents while handling complex customer questions. Manual searches interrupted conversations.
Approach
Vodafone piloted SuperAgent alongside an upgraded TOBi in Corso, Italy. Using Azure OpenAI and Azure AI Search, SuperAgent retrieved knowledge-base information for human agents.
Results
Takeaway
The call-time result covered the combined pilot. Microsoft did not isolate SuperAgent's contribution.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Vodafone's Italian pilot of customer and agent assistants. It reported average customer calls at least one minute shorter.
Full details are in the original sources.
