Share this T elecommunications “I wanted to establish messaging as a service channel for customers to quickly get in touch with Vodafone and say, ‘Hey, I have a problem and need information fast.” —Jörg Knoop, Technology Digital Incubator, Vodafone GmbH Business challenge Vodafone GmbH sought to accelerate and improve customer service by establishing an innovative messaging service across multiple digital platforms. Transformation As the second-largest telecommunications company in Germany, Vodafone prides itself on providing high-quality customer service, but the company wanted to improve how it handled high contact volumes. Using IBM ® Watson ® AI and IBM Watson Assistant technology, Vodafone launched its personalized chatbot assistant, TOBi, to engage with customers acro

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