Telecommunications / Fixed and mobile telecom
Vodafone: Running SuperTOBi, a generative AI virtual assistant for customer care in Europe
- Company
- Vodafone
- Country
- Multiple countries
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
According to the presentation Vodafone released with its FY26 results on May 12, 2026, Vodafone set itself the task of delivering efficiency at scale through AI and shared operations and named transforming customer care as one of its pillars. In its half-year results announcement on November 11, 2025, Vodafone also cited simplifying customer care at scale through call centre agent assistance and its generative AI bot as progress on its Simplicity strategy of driving efficiency across the Group.
Technology and data
Vodafone handles high-volume and complex customer conversations with its AI virtual assistants TOBi and the generative AI-based SuperTOBi. At the time of the half-year results announcement, SuperTOBi was already live in all European markets. The FY26 presentation introduced SuperTOBi as a generative AI virtual assistant live in all European markets and reported its results as the share of conversations resolved end to end and the net promoter score (NPS) compared with the previous AI assistant. Vodafone said that broadening AI care initiatives such as SuperTOBi, alongside 'Ask Once' and SuperAgent, is one of its priorities for FY27.
Results
According to the FY26 presentation, SuperTOBi resolves more than 70% of conversations end to end, and the net promoter score (NPS) of conversations handled by SuperTOBi was 8 percentage points higher than that of conversations handled by the previous AI assistant. At the half-year results, Vodafone said SuperTOBi had a 70% end-to-end resolution rate and higher customer satisfaction.
Limits and open questions
The presentation does not disclose the number of conversations handled, how the resolution rate was measured, or how conversations passed to human agents are handled. The 8 percentage points is a comparison with conversations handled by the previous AI assistant, not the company-wide NPS.
Sources
- FY26 Results Presentationreports.investors.vodafone.com, Accessed
- Vodafone Group Plc H1 FY26 Resultsdata.fca.org.uk, Accessed
Compiled from public sources. These are not results from ATF Works customers.