VODAFONE'S PARTICIPATION
ABOUT VODAFONE
Vodafone’s TOBi is an AI-powered virtual assistant launched in 2017 to provide 24/7 customer support across apps, websites, and messaging channels. Initially built on IBM Watson and later Microsoft Azure, TOBi helps with tasks like billing, account updates, and technical support in over a dozen countries. Recently upgraded to SuperTOBi with Azure OpenAI, it now delivers more natural, human-like conversations, significantly improving resolution rates and customer satisfaction, with some markets even adding a voice and avatar for a more engaging experience.
SESSION INFORMATION
SPEAKER
Thomas Neumann
Global Lead on Conversational AI
Thomas Neumann is a visionary leader in leveraging new technologies to transform customer experiences, with a focus on digital channels that create the "wow" effect. As a driving force behind global chatbot and voice assistant solutions, he is passionate about innovations that enhance customer satisfaction and boost Net Promoter Scores (NPS).
With over 15 years of experience in the mobile industry, Thomas brings a unique blend of international expertise, diverse roles, and exceptional interpersonal skills to the table. His work bridges the transition from traditional app-based solutions to cutting-edge conversational interfaces, enabling businesses to navigate the evolving digital landscape and deliver impactful, customer-focused results.
HIGHLIGHT SESSIONS
11:15 - 11:30
Keynote
Thu, Nov 26
10 Years of TOBi The End of Chatbots: Welcome to the Agent Economy
As TOBi approaches its 10th anniversary, Vodafone has witnessed every major wave of AI innovation, from chatbots and conversational AI to Generative AI, real-time voice and Agentic AI.
The next shift is already underway.
Customer expectations are changing faster than technology roadmaps. Voice is becoming conversational. Agents are becoming collaborative. Memory is evolving from conversational history to customer history. And businesses are beginning to rethink what a customer interaction, an application and even an API will look like in an AI-native world.
Drawing on a decade of real-world experience and millions of customer interactions, this session explores the lessons learned, the mistakes made, and the signals pointing to what comes next. From voice streaming and agentic experiences to customer memory, model strategy, governance and trust in a regulated Telco environment, the presentation offers a practical perspective on where customer engagement is heading.
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