Vodafone expands its use of chatbots as it looks to transform the digital experience

Personal may not be the first word that springs to mind when talking about chatbots, but Vodafone’s head of digital Jon Davies is adamant its digital sales assistant has improved the customer experience online by making it “far more engaging and personal”.
Vodafone originally launched its chatbot, TOBi, last April to improve customer service and offer advice on SIM-only price plans. But over the past year its remit has been rapidly extended; now in addition to guiding customers