How Vodafone Scaled Expert Support Across Millions of Customers With GetVocal
- 45%of roaming and eSIM queries resolved through self-service
- 30% Median handle time dropped from 6 minutes to just over 4 minutes
At a glance
Company
Vodafone is one of the world’s leading telecommunications companies, connecting more than 300 million mobile customers across Europe, Africa, and Asia-Pacific.
Headquarters
London, United Kingdom
Industry
Telecommunications, Mobile Technology, Digital Customer Experience
Summary
Vodafone launched a multichannel AI assistant across IVR, WhatsApp, and MyVodafone to simplify eSIM activation and roaming setup for millions of customers worldwide.
Powered by GetVocal’s Conversational OS, the assistant identifies intent (“activate eSIM,” “enable roaming,” “buy a pass”), delivers device-aware instructions, and executes live checks for plan eligibility and coverage.
The problem
Roaming spikes during peak travel seasons overwhelmed live agents, creating long queues and inconsistent answers.eSIM activation varied across iOS and Android, often failing without clear, device-specific guidance.Customers feared bill shock abroad — needing quick options for roaming passes, spend caps, and alerts, not complex menus.
The Results — Measured in Six Weeks
- 45% of roaming and eSIM queries resolved fully through self-service — no human intervention.
- −30% median handle time reduction (~6m → ~4m12s).
- +15 percentage point increase in first-attempt eSIM activation success via device-aware flows.
With GetVocal’s AI agent, our teams get the right information in seconds.
We’ve scaled expert support to millions of interactions — faster, more accurate, and consistent across every channel.
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