Vodafone
Large transnational telecommunications operators face high-frequency customer service dialogues, complex network failures, on-site services and software delivery efficiency problems at the same time, and it is difficult to develop cross-market reuse, harmonization of metrics and continuous adoption if teams are tested separately.
Vodafone embedds AI into four categories of real workflows: SuperTOBi handles client dialogue and closed-ring problem solving, sit-in assistants aggregate historical communication, Zero Touch Operation serves employees with internal generative AI assistants based on a real-time diagnostic recommendation network and on-site action, while also providing code-assisted access to the development of software life cycle.
The virtual assistant handles standard issues and diagnostic recommendations and upgrades complex client issues; network personnel identify high-risk disposals, engineers review and accept AI generation codes, and staff are responsible for final business communication.
- We'll take AI into the customer's service, the network, the staff and develop four measurable links.
- Definition of different operational indicators for each link
- Promotion of the same virtual assistant capacity across the European market
- Maintenance of manual upgrades and engineering to review boundaries
- Use adoption rates, resolution rates and MTTR to manage back-up effects
- Enterprise-level re-engineering should be based on job flow indicators rather than on total users only
- The same base needs to be designed to interact with different jobs.
- Large scale roll-out must be accompanied by tracking of adoption and operational results
- High-risk network actions should retain manual identification and traceable diagnosis
Vodafone H1 FY26 investor material disclosed: Tobi processed approximately 60 million dialogues per month, SuperTOBi end-to-end resolution rate 70 per cent and NPS 8 percentage points higher; network repair time averaged 43 per cent; over 50,000 employees had a monthly implementation rate of more than 90 per cent; and 2,800 engineers developed a 12 per cent increase in productivity over their life cycle.
- The full figure is from page 22 of the Vodafone H1 FY26 investor demonstration.
- The material aggregates multiple markets and workflows and does not attribute all indicators to the same model.