VOXI by Vodafone deploys LLM generative AI chatbot

VOXI by Vodafone has become the first telco in the UK to develop and deploy a large language model (LLM) chatbot to transform its digital customer services.

Built in collaboration with global professional services company Accenture, and powered by the ChatGPT framework, VOXI’s LLM generative AI chatbot will improve user experience by engaging in human-like interactions with customers and managing more sophisticated customer requests.

Developed as part of a wider initiative to accelerate generative AI technologies across both VOXI and Vodafone, the chatbot uses an AI safety framework that has been created alongside industry experts. This framework incorporates principles and guidelines aimed at protecting customers to ensure the responsible and ethical deployment of AI technology.

The VOXI chatbot will initially be made available to only a small number of customers. This will help ensure any issues are quickly identified and resolved before a wider release to all remaining customers.

As interest in generative AI technologies continues to grow, companies are investing heavily to help enhance their own customer experiences. According to research by Accenture, 98% of UK executives believe generative AI will be transformative to their company and industry, while 81% of organisations planned to increase their 2024 spending specifically in data and AI.

Scott Currie, Head of VOXI by Vodafone, 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.”

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Mark Farbrace, Generative AI Lead, Accenture UK, said: “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.”

Earlier this year, Vodafone Group announced a new 10-year strategic partnership with Microsoft, aiming to transform the customer experience using Microsoft’s generative AI. Both Vodafone and Microsoft will offer scaled digital platforms to more than 300 million businesses, public sector organisations, and consumers across Europe and Africa. As part of the agreement, Vodafone has committed to a $1.5 billion investment in cloud- and customer-focused AI services over the next decade with Microsoft.