Vodafone hopes a chatbot called TOBi and the lure of free roaming in 40 countries around the world will help it get back on track in the UK.

The operator unveiled the two new services as part of a wider customer campaign that also features improved device upgrade plans, simplified tariffs and new solutions for enterprise customers.

Vodafone said it had created artificial intelligence-based TOBi to handle a range of queries from phone troubleshooting to order tracking in a bid to speed up its web chat service.

It will become available through the My Vodafone app later this month.

TOBi can “seamlessly” hand over to a web chat advisor if needed, Vodafone said.

The operator announced plans to hire over 2,000 customer services staff in the UK last month.

Alongside TOBi, Vodafone is offering free roaming to 40 destinations.

Countries include those in the European Union, where roaming charges are being scrapped in June, as well as Iceland, Norway, Switzerland, Turkey and the French West Indies.

Customers can access their account allowances in a further 60 destinations, including Australia, Brazil, Canada, Russia and the US, for a flat fee of £5 per day.

On the device front, Vodafone customers can upgrade to a new smartphone six months into their contracts.

The operator has also moved to simplify its tariff structure into three “straight-forward” plans.

Essentials includes unlimited texts, up to 500 minutes and up to 500MB of data, Red Extra provides up to 40GB of data on top of unlimited calls and texts, while Red Entertainment offers up to 60GB of data, as well as a choice of sport, music or TV.

The company also promised to “make sure” that customers are alerted when they are close to nearing the limit of their allowance.

Vodafone was fined almost £5 million for “serious and sustained” breaches of consumer protection rules last year.

For small business customers, Vodafone has launched a new range of solutions that all feature Secure Net, which offers protection from malware.

[Read more: Brexit, BT-EE merger could be positive, says Vodafone UK Enterprise Chief]

Nick Jeffery, Vodafone UK CEO said: “Customers have told us they want us and the rest of the industry to change.

“They want life to be simpler and for us to remove the things which make life stressful so they can live their lives, uninterrupted by these concerns.

“Our new programme will do that over the next few years and will prove our commitment to letting our customers talk, text or stream for a great price, wherever in the world they may be.”

UK revenues fell in the three months to December, Vodafone’s most recent financial results, on the back of enterprise and MVNO customer losses.

Click here to share your views on telecoms and customer experience in our latest survey.

Come and listen to the likes of Colt, Hrvatski Telekom and the UK Institute of Customer Service speak at our customer experience seminar on 10 May.

More News

Iliad enters content game in France, finally launches Italian mobile business Iliad enters content game in France, finally launches Italian mobile business Iliad has acquired football rights in France and launched its opco in Italy as it looks to reboot after a disappointing set of financial results. More detail
Three UK appoints new CCO, CFO Three UK appoints new CCO, CFO The departure of Three UK's Chief Commercial Officer after just 18 months in the job has triggered a shake-up of the mobile operator's top team. More detail
TalkTalk to sell enterprise customer base to Daisy as it registers full-year loss TalkTalk to sell enterprise customer base to Daisy as it registers full-year loss TalkTalk has agreed to sell 80,000 business customers to rival Daisy Group in a £175 million deal. More detail
A1 Telekom Austria Group rebrand reaches Bulgaria A1 Telekom Austria Group rebrand reaches Bulgaria Bulgaria is the third A1 Telekom Austria Group opco to get rebranded as the telco looks to market itself as a provider of "advanced" IT, IoT, cloud and content services. More detail
Orange Business Services puts IoT to use on saving ships’ fuel costs Orange Business Services puts IoT to use on saving ships’ fuel costs Orange Business Services has expanded its work with Dobroflot by developing a customised IoT solution for the Russian fishing company. More detail
    

 

European Communications is now
Mobile Europe and European Communications

  

From June 2018, European Communications magazine 
has merged with its sister title Mobile Europe, into 
Mobile Europe and European Communications.

No more new content is being published on this site - 

for the latest news and features, please go to:
www.mobileeurope.co.uk 

 

@eurocomms