When we look into features of Vodafone’s new chatbot you will face with rich content. To help customers better and decrease the rate of sales lost because of the complications of the process, the technology was developed with several different conversations to pre-empt possible questions and pain points, each of which was tested across a variety of users and refined at each step of the process. TOBi helps customers on selecting a SIM-only plan, answering queries and suggesting suitable products and offers along the way. Distinctly from the other chatbots, TOBi also has answers for jokes and insults.

All of these features not only helped Vodafone to reduce the time it takes for the completion of the process and increase the sales it has also a business impact which helped improve brand scores. According to Net prompter score, while the brand score is 60 for website users, for TOBi users brand score reaches 80.

All these scores and data is just the early birds of this successful transformation. Obviously, Vodafone will gain more than these in progress of time. In addition, these results motivate the other brands to focus on customer journeys more which is one of the biggest issues of the new digital age.