Vodacom Chatbot
How to RICA a Sim Card Using Vodacom’s ChatBot TOBi
With social distancing as the new norm, one of the most innovative and convenient ways to Self-RICA is through TOBi – Vodacom’s chatbot and trusted self-service team member – which allows existing Vodacom customers to RICA prepaid SIMs from the comfort of their own homes. Since the Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA) came into effect in 2011, Vodacom is said to have been working on ways to simplify the process, making it as quick and efficient as possible. Traditionally customers would have to visit a store and present some form of identification, proof of residence and the SIM card. Now customers simply need to take a picture, scanning a new prepaid SIM card, an ID document or passport for foreign nationals and then re...
Vodacom’s Chatbot Answers up to 20 000 Customer Queries per day
With the nationwide COVID-19 lockdown in full effect, Vodacom has put numerous measures in place to protect customers and employees. These include measures that have seen frontline agents now working from home as well as stepping up its reliance on TOBi – Vodacom’s chatbot. Using the latest Artificial Intelligence (AI) technology, TOBi was created and designed to resolve issues as quickly and efficiently as possible online. According to the network provider, TOBi now solves between 10 000 to 20 000 customer queries a day via SMS, WhatsApp, the My Vodacom app and on the Vodacom website. “Since TOBi’s launch, we have seen how the deployment of a powerful chatbot can transform the way our customers engage with the brand, especially when the chatbot is of high quality,” says Ugestra Alwar, Man...
