Virtual assistant (Ask Holly) mobile

Virtual assistant chat facility added to the desktop/mobile flows of Vodafone.ie. Reduction in calls was the main KPI for this. The software was loaded with keywords and links to the relevant answers. The customer also had the option to switch over to live chat if their answer wasn't answered, tagging these so we can populate these answers in the future thus reducing the number of live chat handovers.

Since Ask Holly went live the monthly calls have reduced, up to 4% reduction in certain months. There has been a 80% success rate for questions answered, with more answers being loaded every month. NPS for help and support also increased 2 pts since its launch.