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

Reseller News Innovation Awards 2018: meet the top performing partners

Reseller News Innovation Awards 2018: meet the top performing partners

Reseller News honoured the industry’s finest on a standout evening for the New Zealand channel, recognising the achievements of established partners, emerging players and innovative start-ups, in front of over 460 technology leaders in Auckland.

Reseller News Innovation Awards 2018: meet the top performing partners
Champagne Reception kicks off Reseller News Innovation Awards 2018

Champagne Reception kicks off Reseller News Innovation Awards 2018

More than 460 channel leaders came together to toast the top performers of the New Zealand industry, during the opening Champagne Reception at the Reseller News Innovation Awards 2018 - in association with Techbuyer.

Champagne Reception kicks off Reseller News Innovation Awards 2018
Chasing innovation: how Kiwi partners can create a new customer agenda

Chasing innovation: how Kiwi partners can create a new customer agenda

This exclusive Reseller News Roundtable - in association with Rhipe and Microsoft - detailed a blueprint for customer success, outlining the new role of the modern-day partner and wider network in New Zealand.

Chasing innovation: how Kiwi partners can create a new customer agenda
Show Comments