Vodafone launches GenAI assistant on VOXI

VOXI by Vodafone has become the first telecoms company in the UK to launch a large language model (LLM) AI chatbot.

The chatbot, which has been developed in partnership with Accenture UK, is built on ChatGPT architecture, in a bid to transform its digital customer services.

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According to the telecoms giant, the chatbot can engage in human-like interactions with customers and handle more sophisticated customer requests.

Meanwhile, the partnership with Accenture is part of a wider strategic initiative to accelerate the telco’s adoption of AI throughout the business.

Head of VOXI, Scott Currie, said: “We’re delighted to be the first UK telco to give our customers the chance to try this exciting new technology in an easy-to-use chatbot.

“By using the power of generative AI, we are not only helping to enhance customer support but are reinforcing VOXI’s commitment to innovation, and delivering on our ambition to offer the best customer experience in the market.”

Chatbot will initially be trialled with a small number of VOXI customers, with a view to a full rollout soon.

Accenture UK, Generative AI Lead, Mark Farbrace added: “VOXI is using generative AI to fundamentally reinvent its business. The customer experience is only the start of how this technology can be adopted at scale across the organisation.”