Abstract

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.