Menu
Vodafone and FaceMe claim world-first digital human launch for telco

Vodafone and FaceMe claim world-first digital human launch for telco

Digital assistant will not replace front-line staff, Vodafone NZ says

Digital assistant coming soon to select Vodafone outlets.

Digital assistant coming soon to select Vodafone outlets.

Vodafone New Zealand is launching an intelligent digital human, powered by Kiwi company FaceMe, in what it says is a world first.

Vodafone’s digital human will enable customers to benefit from self-service options and free up time for staff to address more complex customer needs.

The telco giant is working with FaceMe to design, build and deliver the digital human and to learn how this could meet the needs of customers.

Vodafone director of customer operations Helen van Orton said great customer experience happens through meaningful conversations. ASB launched a FaceMe assistant in June.

"FaceMe has evolved AI technology to create intelligent digital humans that are human-like in their appearance and interaction," she said. "Thanks to machine learning, they are capable of continuously learning how to anticipate our customers’ needs and better serve them.”

Great AI should be designed to enhance what humans do, she added.

"We’re leveraging technology as a tool to support and empower our staff, by removing repetitive tasks through automation while still maintaining the element of human interaction and to solve customer pain points with digital innovation."

Vodafone is not using its digital assistant to replace frontline staff, she said.

Meanwhile, FaceMe CEO Danny Tomsett explains that emotional connection is key for emerging technology.

“Research across hundreds of brands in dozens of categories shows the most effective way to maximise customer value is to move beyond customer satisfaction and connect with customers at an emotional level, he said.

“Digital humans combine the best customer experience influencers from both person and machine, embodying the brand of an organisation and creating significant value through emotional connection, personalisation and consistency."

Vodafone’s digital human will start work at selected retail stores in Auckland in late 2018.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags VodafoneAIdigital assistantFaceMeartificial intelligence

Featured

Slideshows

The making of an MSSP: a blueprint for growth in NZ

The making of an MSSP: a blueprint for growth in NZ

Partners are actively building out security practices and services to match, yet remain challenged by a lack of guidance in the market. This exclusive Reseller News Roundtable - in association with Sophos - assessed the making of an MSSP, outlining the blueprint for growth and how partners can differentiate in New Zealand.

The making of an MSSP: a blueprint for growth in NZ
Reseller News Platinum Club celebrates leading partners in 2018

Reseller News Platinum Club celebrates leading partners in 2018

The leading players of the New Zealand channel came together to celebrate a year of achievement at the inaugural Reseller News Platinum Club lunch in Auckland. Following the Reseller News Innovation Awards, Platinum Club provides a platform to showcase the top performing partners and start-ups of the past 12 months, with more than ​​50 organisations in the spotlight.​​​

Reseller News Platinum Club celebrates leading partners in 2018
Meet the top performing HP partners in NZ

Meet the top performing HP partners in NZ

HP has honoured its leading partners in New Zealand during 2018, following 12 months of growth through the local channel. Unveiled during the fourth running of the ceremony in Auckland, the awards recognise and celebrate excellence, growth, consistency and engagement of standout Kiwi partners.

Meet the top performing HP partners in NZ
Show Comments