How Vodafone’s chatbot ‘revolutionised’ its online customer experience

Vodafone wanted to transform its customer experience by streamlining its engagement with customers and personalising the sales journey. To do that it launched a chatbot, an innovation that helped it secure the award for customer experience at the Marketing Week Masters Awards.
Working with MMT Digital, the mobile giant developed TOBi Sales, the telecoms industry’s first chatbot able to complete a customer transaction from start to end in the UK. The launch helped it improve customer