Vodafone automates multilingual customer service with AI assistant
Vodafone, a global telecommunications provider, confronted the challenge of efficiently handling high volumes of repetitive customer inquiries while ensuring rapid response and quality support. Partnering with Microsoft, Vodafone developed TOBi—a conversational AI-powered assistant deployed in 16 markets and fluent in 15 languages. TOBi uses Azure AI and Generative AI, enabling it to handle 25–30 million monthly customer conversations, automating support for common issues and freeing human agents for complex cases. The solution integrates with Copilot for Dynamics 365 Customer Service, providing agents with contextual, AI-generated answers and interactive insights during chat and email conversations. The project resulted in increased customer satisfaction, significantly reduced wait times, improved operational efficiency, and a scalable model expected to support over 500 million conversations annually. Vodafone’s adoption of these AI technologies showcases the scalability and impact of generative and conversational AI in telecom customer support.
- Organization
- Vodafone
- Industry
- Tech & Comms
- Location
- United Kingdom
- Published
- April 2023
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Multilingual Conversational AI for Telecom Customer Support
- 2Automated Customer Query Resolution with AI Agent
- 3Proactive Knowledge Management for Support Agents
- High volumes of repetitive and time-consuming customer service inquiries.
- Long wait times for customers seeking support.
- Need for multilingual support in numerous international markets.
- Pressure to lower operational costs while maintaining high-quality support.
- Implemented Azure AI and Generative AI to power TOBi, a multilingual conversational digital assistant.
- Deployed the assistant in 16 markets, supporting 15 languages for customer interactions.
- Integrated Copilot for Dynamics 365 Customer Service, empowering human agents with AI-generated, contextual answers and chat-based support.
- Enhanced agent support with interactive, AI-powered knowledge retrieval and summarization.
- 25–30 million customer conversations handled monthly by the AI assistant.
- Significantly reduced customer wait times.
- Operational cost savings and higher agent productivity.
- Expected scalability to 500 million conversations annually.
Architecture
TOBi, a conversational AI assistant built on Azure AI and Generative AI, interacts directly with customers across multiple channels in 16 markets and 15 languages. For agent-assisted cases, TOBi integrates with Copilot for Dynamics 365 Customer Service, feeding contextual knowledge and suggested responses into the agent’s chat and email interface, leveraging large language models to summarize queries and retrieve relevant knowledge base information.
Sources & evidence1
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2026.
Measures whether this deployment's public evidence persists — not whether the system is still in production.
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