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The operator says the bot can deliver ‘human-like interactions with customers’ and is able to handle sophisticated consumer requests
Today, Vodafone UK has become the first operator in the country to launch a large language model (LLM) chatbot, introducing the novel technology for its VOXI customers.
The chatbot, which has been developed in conjunction with Accenture UK, is built on ChatGPT architecture and will reportedly be used to deliver more nuanced customer service.
According to Vodafone, the new chatbot can successfully handle ‘sophisticated consumer requests’ delivered in naturalistic language. The example provided below shows the chatbot handling a relatively sophisticated request around pricing, which would typically be hard for a more generic chatbot to answer accurately.
“VOXI is using generative AI to fundamentally reinvent its business. The customer experience is only the start of how this technology can be adopted at scale across the organisation,” said Accenture UK’s Generative AI Lead, Mark Farbrace.
Vodafone also notes that the AI has been developed using an AI safety framework aimed at protecting customers and ensuring ‘the responsible and ethical deployment of AI technology’.
The chatbot will initially be trialled with a small number of customers, with a wider rollout expected to follow once any initial issues have been identified and corrected.
Chatbots are certainly nothing new for the telecoms industry, which has used them to various degrees of success for many years. GenAI-based chatbots, however, are potentially far more exciting, offering not only a more flexible and personable experience for the customer, but also the potential for individually personalised consumer offerings.
Is AI going to reshape what it means to be a telco in 2024? Join the discussion at Connected North 2024, live in Manchester
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