VOXI to launch AI chatbot

VOXI by Vodafone has become the first telco in the UK to develop and deploy 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.