Karine Brunet, Director of Technology Shared Services at Vodafone, detailed during this year’s Digital Workforce Summit the ways in which Vodafone used AI to improve customer service. Since Vodafone hired Amelia two years ago to support employees with internal IT issues, she has expanded her scope to seven markets in multiple languages and assisted 58% of employees who’ve contacted the service desk. Amelia handles 20,000 monthly chats, and she is able to complete 53% of those without any additional human intervention. Vodafone has since integrated Amelia into 22 of their back-end information systems for a number of roles.
“We believe that in the next few months we’re going to increase that level of autonomy, and we think we should be close to 65 to 70% in terms of autonomy,” Karine told the audience. Although employee reaction to Amelia has been good, Karine said it’s important for Vodafone to let employees know they’re speaking with AI, just in case they’re not comfortable with the machine-to-human process. “We don’t want our employees to have the feeling they’re talking to a human when they are interacting with a bot, so that’s a very important principle for us,” she said.