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Vodafone to launch world-first digital human for a global telco

Vodafone to launch world-first digital human for a global telco

"Our staff will have the time to help our customers with more complex issues. We are not using our digital assistant to replace frontline staff,” says Helen van Orton, director of customer operations at Vodafone.

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Vodafone says it is working with Kiwi firm FaceMe to design, build and deliver a digital human and to learn how this could meet the needs of customers today and in the future.

Vodafone says it is the first telco in the world to deploy the ‘intelligent digital human’.  

The identity of the digital human will be revealed in the coming months.

The launch is another example of how Vodafone is working to transform customer service at every touch point and offer engaging, personalised digital experiences, the company says in a statement. 

“With the help of our digital assistant, our staff will have the time to help our customers with more complex issues. We are not using our digital assistant to replace frontline staff,” says Helen van Orton, director of customer operations at Vodafone. 

Van Orton says FaceMe has evolved AI technology to create intelligent digital humans that are human-like in their appearance and interaction. 

“Thanks to machine learning, they are capable of continuously learning how to anticipate our customers’ needs and better serve them.” 

“Great AI should be designed to enhance what humans do,” says van Orton. 

“We’re leveraging technology as a tool to support and empower our staff, by removing repetitive tasks through automation while still maintaining the element of human interaction and to solve customer pain points with digital innovation.” 

FaceMe CEO Danny Tomsett explains that emotional connection is key for emerging technology.

“Research across hundreds of brands in dozens of categories shows the most effective way to maximise customer value is to move beyond customer satisfaction and connect with customers at an emotional level.

“Digital humans combine the best customer experience influencers from both person and machine, embodying the brand of an organisation and creating significant value through emotional connection, personalisation and consistency,” says Tomsett.

 

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Tags customer serviceAIcxFaceMeDXdigital human

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