Press Release | 07 Mar 2024

Vodafone youth brand VOXI launches large language model generative AI chatbot to enhance customer experience

The LLM generative AI chatbot can engage in human-like interactions with customers and handle more sophisticated customer requests.

  • VOXI by Vodafone launches new large language model (LLM) generative AI chatbot in collaboration with Accenture (NYSE: ACN).
  • New chatbot improves the user experience by engaging in human-like interactions with customers and managing more sophisticated customer requests.
  • Chatbot to be trialled with a small number of VOXI customers initially, with a view to a full rollout soon.
  • VOXI’s collaboration with Accenture is part of a wider strategic initiative to accelerate the telco’s adoption of artificial intelligence (AI) throughout the business.

VOXI by Vodafone has deployed 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 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.

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Notes to Editor

About VOXI
VOXI by Vodafone, the award-winning mobile network that lets its customers use selected social, music and video apps as much as they like, without eating into their general data allowance. All plans are 5G-enabled, and have unlimited calls, unlimited texts and unlimited picture messages. VOXI plans work like a flexible monthly subscription with no contract, so customers can change or cancel their plan whenever they like.

About Vodafone UK

Vodafone UK is a technology communications company that connects people, businesses and devices to help our customers benefit from digital innovation. Our services span mobile, fixed-line connections, home and office broadband, and the Internet of Things (IoT).

We have a strong track record as a tech pioneer, making the UK’s first mobile phone call, sending the first text message, and making the UK’s first live holographic call using 5G in 2018. We were the first to start carrying live 5G traffic from a site in Salford, Greater Manchester and now have 5G in locations across Germany, Ireland, Italy, Spain as well as the UK. Meanwhile, our 4G network coverage currently reaches over 99% of the UK population.

Today, Vodafone serves more than 18 million mobile and fixed-line customers in the UK. Vodafone is the largest provider of full fibre in the UK – our superfast broadband services are now available to nearly 12 million homes across the UK.

Sustainability is also at the heart of what we do: as of 1 July 2021, 100% of the grid electricity we use in the UK is certified to be from renewable sources.

For more information about Vodafone UK, please visit:

Vodafone UK Media Relations

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Twitter: @VodafoneUKNews


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