VODAFONE GHANA
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“ Vodafone had already started our journey of digital customer experience ahead of the pandemic . We were driving a shift in consumer behaviour before the outbreak . In line with our commitment to building a digital society that improves people ’ s lives , we employ new technologies such as artificial intelligence ( AI ) to transform our customers ’ experience and the efficiency of our operation . We have a host of digital-led platforms , which include a machine learning chatbot and self-service app .”
Vodafone Ghana introduced its virtual agent , TOBi , to automate contacts instantaneously and in a personalised way and Mensah-Poku believes its introduction has been influential . “ We made TOBi the constant across all channels during COVID-19 and this has been invaluable ,” says Mensah-Poku .
“ The My Vodafone app is one of the many ways to excite and interact with our customers . This was delivered by young , talented Ghanaians who brought their expertise and creativity to deliver this ‘ wow ’ experience .”
Its unique and elaborate features offer a complete all-in-one solutions platform for our customers . This
DECEMBER 2020