Vodacom’s Chatbot Answers up to 20 000 Customer Queries per day

With the nationwide COVID-19 lockdown in full effect, Vodacom has put numerous measures in place to protect customers and employees. These include measures that have seen frontline agents now working from home as well as stepping up its reliance on TOBi – Vodacom’s chatbot.

Using the latest Artificial Intelligence (AI) technology, TOBi was created and designed to resolve issues as quickly and efficiently as possible online.

According to the network provider, TOBi now solves between 10 000 to 20 000 customer queries a day via SMS, WhatsApp, the My Vodacom app and on the Vodacom website.

“Since TOBi’s launch, we have seen how the deployment of a powerful chatbot can transform the way our customers engage with the brand, especially when the chatbot is of high quality,” says Ugestra Alwar, Managing Executive of Customer Operations at Vodacom.


“We strive to create a seamless and personal experience for customers who require assistance while reducing strain on our call centre agents already dealing with the volume on a daily basis.”

During this nationwide lockdown, various new functionalities have been added to enhance TOBi. These include giving customers the ability to buy airtime and bundles (even through WhatsApp), paying using the Payment Gateway, activate and deactivate Caller Line Identity Presentation (CLIP) and creating a new and improved prepaid SIM Swap journey.

All TOBi’s functionalities are fully secure with OTP authentication systems in place. Customers can simply save TOBi as a contact on WhatsApp or SMS him using the number 082 009 8624.

Edited by Jenna Delport

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