15 November 2017 – Mobile operator Vodafone wants to double the use of bots next spring. They have been shown to increase customer service productivity by six times. Emerce concludes this from the notes to the half-year figures of Vodafone Group. The ambitions for the helpdesks are outlined there. In the future, these would be mainly occupied by systems such as chatbots. Emerce cites Italy as an example, where between five and six hundred thousand interactions take place with customers via chatbots every month. They are able to understand what the customer is asking in ninety percent of the cases. Vodafone wants to reduce the costs of the customer service operation by using chatbots. According to CEO Vittorio Colao, MyVodafone and the digital marketing channels will become the primary channels to win and manage customers over time. Vodafone strives to handle every customer question with automated, digital support, for example with chatbots and digital agents. (Source: Emerce)

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