Some users will have already made the acquaintance of Tobi within the app My Vodafone downloadable on all smartphones. The young man digital assistant of the red operator has also become a familiar face for Amazon Echo owners, having become part of the Alexa ecosystem.
Here, then, is that the assistant is preparing for another, important debut, the one on WhatsApp, where TOBi will be able to support Vodafone customers through one of the most popular instant messaging services in the world. But what is TOBi and what are its functions? We will explain it to you immediately.
Vodafone: how TOBi was born
Tobi it is part of a broad strategy initiated by Vodafone with the aim of making digital interactions with its customers increasingly simple and intuitive. The assistant is based on an innovative artificial intelligence technology that allows it to respond to the simplest and most immediate requests of users, ensuring aquick assistance 24/7 and transferring any direct calls to the operator to satisfy every possible need.
Speaking of his technology, the system behind TOBi will allow him to recognize natural language and learn from 'mistakes' made, adapting and improving the interaction with the customer based on the evolution of the conversation. A team of Vodafone operators dedicated to Natural Language Processing and Machine Learning - based in Competence Center Vodafone di Pisa - deals directly with the "training" of TOBi, exploiting the neural network assistant.
Only in October 2018, TOBi managed to obtain over 2.1 million visits and manage more than 1 million conversations, of which 80% independently, or without requiring operator intervention.
TOBi: how (and where) it is used
TOBi features are not limited to simple user assistance. The assistant can also be used foractivation of new offers for their rate plan, reaching a total of over 600 use cases. Everything will go through a single simple and intuitive graphical interface, designed to encourage the user to start a conversation with the bot.
With the recent arrival in the ecosystem of Alexa - dating back to last October - TOBi will be able to offer its complete assistance from any room in the house, whether it be the living room or the kitchen, using the smart speaker Amazon as a direct channel. In this way it will be possible to check all the details related to your SIM and active meters, the remaining credit, the Happy smile balance and much more.
Next month it will be the turn of WhatsApp. From December, in fact, the Vodafone assistant will be able to welcome the operator's customers via chat, the one provided by the messaging app, through which TOBi can provide commercial information or information relating to its offer, just as happens on Alexa , within the app My Vodafone (Android, iOS) and on the official Vodafone website.
However, we specify that, when it is launched on WhatsApp, TOBi will initially be available by invitation only for a small group of users.
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