- Vodafone Business and ServiceNow (NOW, Financial) initiate a five-year strategic AI-powered service automation collaboration.
- The partnership aims to improve service management and customer experience for millions globally.
- Initial deployment in Ireland saw a 45% increase in digital channel usage, enhancing customer satisfaction fourfold.
Vodafone Business and ServiceNow (NOW) have entered into a transformative five-year collaboration to enhance customer service management using AI-driven solutions. This strategic partnership aims to deliver advanced service experiences for Vodafone's global business customers by leveraging cutting-edge AI technology.
The collaboration uses the robust capabilities of the ServiceNow Platform to provide faster query resolution, anomaly detection, and service deployment. Vodafone Business customers will benefit from a more personalized service experience via integrated fixed and mobile connectivity products combined with new digital services.
Marika Auramo, CEO of Vodafone Business, emphasized the collaboration's focus on embedding AI into service delivery, supporting both large multinationals and smaller enterprises in their connectivity and digital journeys worldwide.
Paul Smith, president of Field and Customer Operations at ServiceNow, highlighted that integrating ServiceNow's AI platform with Vodafone's telecom expertise provides businesses with proactive and comprehensive service views.
The enhanced customer experience is evident, as demonstrated by the initial deployment in Ireland, where a 45% increase in digital channel interactions was observed, with customer satisfaction levels boosted fourfold.
AI and machine learning (ML) capabilities allow Vodafone to detect and address service anomalies rapidly, elevating the efficiency of their operations. The partnership further enables accelerated time-to-market for businesses, demonstrated by the quick migration of 600 customers and 28 products to the new system in just a few days.
Supported by ServiceNow, Vodafone Business is poised to automate repetitive tasks, reducing operational case volumes and enhancing agent productivity, thus fostering faster adoption of new digital services by small and medium-sized enterprises (SMEs) through a unified managed portal.
