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“JOE” – Vodafone’s Contact Center Bot (Digital Assistant)

 

Digital communication is ever-changing


Mobile devices have reached every facet of our modern lives and Artificial intelligence (AI) is changing how we go about our day-to-day lives. Consider how you search, how you shop, how you bank and how you work. AI is changing and improving all these, including how we communicate.

Digital assistants or chatbots are growing in popularity and making it even easier for us to use our mobile devices to do things such as interact with companies, customers, and prospects. Organizations can now engage with customers and employees in a proactive, personalized way, at scale across web, mobile, and messaging platforms.

At the most basic level, a chatbot or digital assistant is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person. Chatbots can be as simple as rudimentary programs that answer a simple query with a single-line response, or as sophisticated as digital assistants that learn and evolve to deliver increasing levels of personalization as they gather and process information. 

As a communication market leader, Vodafone Fiji is pleased to introduce Fiji’s first Artificial Intelligence (AI) driven contact center chatbot. An AI powered chatbot which uses natural language processing (NLP) and machine learning (ML) to better understand the intent of the human and provide a more natural, near human-level communication. Our objective is to provide our customers with an avenue to interact and get answers to their inquiries while using the chatbot. Vodafone’s chatbot “Joe” is available on the My Vodafone App, available for download on Play Store and App Store. We believe that “Joe” will help improve the customer experience, allowing a seamless conversation for a number of queries such as balance checks, phone prices, APN settings amongst others. ‘Joe” has been given a local persona so our customers feel the warmth and connection similar to engaging with our live contact center agents. 

 “Joe” is integrated to a number of backend services through a series of API’s, which powers it to provide not just static FAQ based responses, but dynamic information like number status and account balances. It understands customer’s intention and responds accordingly. There are more dynamic use cases planned to be rolled out for “Joe” such as Live Agent hand over, opt-in/out of plans, dynamic recharge, etc within the next few weeks. 

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 “Joe” is powered by some of the world’s best AI, machine learning and cloud technology. This is a great platform to start utilizing AI technology, which has a lot of use cases for many other industries (both internal for employees and external for customers) right here in Fiji. Vodafone can help you boost operational efficiency, drive cost savings and enable you to offer value, convenience and improve customer satisfaction. Below are some of the areas in which Vodafone chatbot solution can help your business. 

Some-of-the-areas

Please reach out Vodafone and let’s explore how we can help you propel and take advantage of this new technology.
 

Frequently Asked Questions

 
1. What is a Chatbot?
A chatbot (also known as digital assistant) is an artificial intelligence (“AI”) powered computer program designed to engage with customers and provide response to their inquiries. 
 
2. What does a Chatbot do?
A chatbot uses AI and built-in machine learning algorithms to learn from each interaction and hold conversations with users without the need for human intervention. Over a period of time, the chatbot learns from various conversations with customers and will improve its response in terms of relevance.
 
3. Who is “Joe”?
 “Joe” is Vodafone Fiji’s chatbot, designed to provide responses to simple inquires such as balance check, phone prices, APN settings, etc. “Joe” is available as an icon on the My Vodafone App and customers can click on this to start conversations. “Joe” is available 24/7 to respond to several inquiries.  
 
4. How can “Joe” assist you?
“Joe” is skilled to improve customer experience, allowing a seamless conversation for several queries such as; Balance Check -> SIM Status -> Phone Prices -> APN Settings -> Roaming Guide -> How to Access Internet -> Options to Recharge -> Information on M-PAiSA Services, etc.
 
5. Would it require data to chat with “Joe”?
No, you do not require data to chat with “Joe”, however mobile data needs to be switched on. All conversations with ‘Joe” is zero rated.
 
6. What can I do when “Joe” is unable to answer or understand some of my questions?
You can either:
  • Call Customer Care on 124 (Free Line), 125 (Free Postpay Line) or 123 (Charged Line)
  • Chat with a Live Agent - https://webchat.vodafone.com.fj/chat/IndexMobile
  • Email us on info@vodafone.com.fj
 
7. How long would it take for “Joe” to respond?
 “Joe” responds almost instantly. 
 
8. Is “Joe” able to understand and answer all my queries?
No. For starters, “Joe” is being trained to take care of simpler or frequent questions that does not necessarily require a human to respond. More content will be added later. Please contact Customer Care to get assistance with any complex requests.
 
9. How do I start a conversation with “Joe”?
You can type “Hi or Bula” to start a conversation with “Joe”.
 
10. How can I end a conversation with “Joe”?
You can either select on “Exit Bot” or type “Moce” to end the conversation.
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