On Friday, Vodafone Idea unveiled VIC, an AI-powered virtual assistant that it claims would help it provide consumers across the nation with improved service and support. The My Vodafone and My Idea mobile apps, as well as the company websites, are now available 24 hours a day with the new tool. Additionally, it is accessible as a WhatsApp chatbot through links sent by SMS to every Vodafone Idea member.
Customers will receive immediate answers from the new AI-powered software to a variety of service-related questions, such as those regarding bill payments, value-added services (VAS), plan activations, new connections, data balances, bill requests, and more. The company claims that the pandemic, which prevents businesses from offering conventional customer care through its usual retail shops, is the reason it had to be constructed in double-quick time.
Vishant Vora, the Chief Technology Officer at Vodafone Idea, stated in a prepared statement that the new service will improve customer service as part of the business’s Digital First strategy. Additionally, he asserted that the new technology is a first for the industry and will benefit clients at a time when the epidemic has made it impossible to provide individualised care through conventional channels.
According to Vora: In keeping with our “digital first” strategy, we are consistently developing and implementing technology-based solutions that are practical, affordable, and provide immediate relief for our clients. An industry first effort, VIC is an intelligent customer support platform powered by AI that was created by our technology partner, ORISERVE. It is extremely relevant, especially at a time when customers are housebound.