Vodafone Idea announced that it would be launching an AI-powered chatbot called VIC to provide superior service for its customers during the pandemic. The bot will be supported by WhatsApp, thereby addressing the concern of every customer with ease. However, the bot is available on the companies website, My Vodafone and My Idea mobile application. Besides, every customer will receive an SMS with a link to access the bot on WhatsApp.
During the COVID-19 crisis, companies are struggling to keep up with rising queries of customers. Organisations have drastically reduced support representatives to maintain social distancing. Therefore, a colossal amount of customer queries are left unanswered due to a lack of adequate technology that could replace humans. Therefore, Vodafone Idea leveraged AI to offer bespoke solutions for enhanced customer satisfaction without human touch. The bot will instantly respond to a wide range of customer queries right from bill payments to value-added-services (VAS).
The robust bot will deliver enhanced customer service experience as part of the company’s ‘Digital First’ approach. Personalised services are vital to solving customers needs, and the AI-based bot will help us in offering services when it has become impossible for traditional channels to do the same during the pandemic, said Vishant Vora, chief technology officer at Vodafone Idea.
Developed by ORISERVE, the bot is expected to provide services effectively and address most of the customers’ queries. During quarantine, poor service by network operators is the last thing customers need. Consequently, Vodafone Idea has come up with AI bots that will not only help customers during the pandemic but also beyond the crisis. The AI-based virtual assistant can help the company in gaining an edge over competitors like Airtel and Jio to gain more customers in the longer run.