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Vodafone Brings AI Chatbot 'Joe' to Fiji
Artificial Intelligence (AI) in the contact center has been providing companies with an opportunity to deliver better customer care, collect key data and streamline customer touchpoints. In addition to creating a natural interaction between humans and machines, it’s also helping to reduce spending and increase efficiency at operations.
Now, remote areas of the world that haven’t taken advantage of this technological innovation yet are being introduced to its benefits.
Vodafone (News - Alert) Fiji recently launched a new AI Chabot in Fiji named “Joe.” The 24/7 digital assistant will be feilding queries from the telecommunications provider’s customers.
Company officials say the new chatbot will provide seamless conversational responses for queries made by Fijians including phone prices, balance inquiries, sim status, information on current promotions, and more. By reducing the need for agents to answer routine questions they can instead focus on upsells and other core business needs.
Fiji is an island in Melanesia located about 1,100 nautical miles northeast of New Zealand's North Island.
Built on the next-generation technology, the offering can be added to backend systems and through a series of APIs, can deliver responses back based on dynamic information is collected and learned from over time. More use cases are planned as the systems interacts with customers and improves its response capabilities. New offerings including live agent handover are in the works.
“Joe” is powered by some of the world’s best AI, ML and cloud technology. This is a great platform to start utilizing AI technology, which has a lot of use cases for many other industries (both internal employees and external customers) right here in Fiji,” said Vodafone Fiji's Chief Commercial Officer Ronald Prasad.
“New services and technologies such as Autonomous, Virtual Reality (VR), Augmented Reality (AR), Internet of Things (IoT), Tap n Go, QR Code payments are already here and changing the way we do business. The next big thing will be a lot of small things and we need to be well ahead of the game if we are to survive in this ever-changing environment,” said Prasad.
Edited by Maurice Nagle