Vodafone has teamed up with IBM to automate its customer interactions with chatbots and to implement an agile approach to new application development.
The two have announced a partnership to deliver what Vodafone calls Digital Vodafone 2021. The program is supported by IBM iX, IBM’s digital agency and business design arm.
Vodafone say, as a result of Digital 2021, it expects up to half of customer transactions will take place through digital channels by 2021 and 60 percent of inbound inquiries will be served by chatbots.
Vodafone has already launched a chatbot experiment using IBM Watson to help answer mobile roaming queries and says this is resolving 88 percent of queries completely, leading it to select Watson as its preferred AI platform for future chatbots.
Vodafone says it is using IBM’s Enterprise Design Thinking approach “to ensure the company remains customer-driven and focused on the right goals,” and is employing agile methodologies to “empower cross-functional teams to be creative, flexible and design the best possible solution for the customer.”
Vodafone New Zealand digital lead Luke Longney said: “We’re adopting agile incrementally, learning from our experiences and scaling in the areas where it delivers the most benefit for customers and our business.
“This approach will allow the entire organisation to learn and adapt. The support of IBM’s expert coaches has been instrumental in driving successful adoption and building our internal capability.”
Vodafone says it expects Digital Vodafone 2021 to deliver increased customer satisfaction, revenue growth from new businesses and channels, and efficiencies from automation, but says: “The biggest advantage is in building a learning organisation that’s equipped to lead through the next wave of industry disruption.”