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Reinventing customer experience for telcos

January 19, 2021


In brief


2020 State of mobile


2019 Worldwide downloads


USD worldwide app store consumer spend in 2019


Per day spent in mobile by the average user in 2019


Higher average IPO valuation for mobile companies in 2019


USD worldwide app store consumer spend in 2019

According to Accenture's Wireless Purchase Study from September 2020, a staggering 74% CSP customers value digital interactions over in-store, phone or home interactions.

Vodafone’s journey

Introducing TOBi

"Hello, I am TOBi, your virtual assistant. Vodafone built me to help you quickly and easily 😊," TOBi says. That’s how TOBi answers, if a customer starts a conversation via WhatsApp.

Why Chatbots?


No support member needs to be available, since the chatbot can filter requests to a granular level. The customers waiting time is reduced heavily.


The customer can write their request 24/7 and knows that it is taken care of. In case the chatbot can’t help, a real agent can take over.


Chatbots are getting smarter with every customer request. Therefore, companies can personalize the communication through the collected data.


1. Higher containment rate

There are far fewer dropped calls. Vodafone, for instance, has doubled its containment rate since integrating WhatsApp.

2. Increased customer satisfaction

People are happier with a streamlined experience that translates into significantly less wait time, more flexibility, control of their chat histories.

3. Increased profitability

With less workload for call center employees, companies can reap OPEX savings, particularly in developed countries where it is costly.

Main outcomes


Customer per month serviced per WhatsApp channel


Customer problems solved

"We believe that in three to five years, messaging as a contact channel will have overtaken the classic channels such as the call hotline and email."

— JÖRG KNOOP, Lead Technology Digital Incubator – Vodafone Germany

Meet the team

Jörg Knoop

Lead – Technology Digital Incubator Vodafone

Sacha N. Kraft

Digital Transformation for Tech, Telco, Energy,B2B and Consulting industries Facebook

Louis Moynihan

Product Business Director – WhatsApp Facebook

Alfonso G. Imbroda

Managing Director – Song, Communications & Media Industry Lead

Dr. Michael Schmid

Managing Director — Accenture Strategy

Juergen Spanger

Industry Interlock Communication, Media and Technology Accenture Interactive

Jessica Birth

Head – Digital Service Vodafone

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