Today, a new Gen AI-powered Virtual Coach has given Vodafone Global a valuable tool to help business customers understand and use digital services as effectively as possible. With assistance from Capgemini Invent, the company has now opened the door to new support options built on innovative technology.

So, what did the journey look like and how did Vodafone end up here?

Gen AI offers a path forward

The Virtual Coach, developed jointly by Vodafone and Capgemini Invent, is the first of its kind: a Gen AI-based virtual assistant that enhances the use of digital services.

This was made possible through a collaborative effort that brought together Vodafone business leaders and Capgemini experts to better understand how Gen AI could help improve adoption of new Microsoft digital tools by subject matter expert (SME) and small office/home office (SoHo) customers.

The project team, which included frog, Capgemini Invent’s reinvention and experience unit, began this engagement by coordinating with Vodafone stakeholders in the Italian, German, and Irish markets to gain a comprehensive understanding of the relevant processes and pain points. This enabled them to map out key workflows while identifying opportunities throughout the customer journey. 

“The proposal from Capgemini Invent to create a Virtual Coach dedicated to SMEs and SoHo to improve low engagement and adoption of Microsoft tools sold by our services has proven to be a winning suggestion.” 

Alessandro Canzian, Group go to market, Vodafone Business 

Transitioning from research to action

Once they had established a clear understanding of what was holding back customer adoption of Microsoft digital tools, the project team quickly began to build a proof of concept that could demonstrate the solution’s efficacy after an initial round of internal testing. During this process, Vodafone and Capgemini Invent defined the intended customer journey, high-level architecture, conversational flows, and business rules.

The solution was designed to support any B2B customer’s IT team in the activation and use of the Microsoft 365 suite and related security tools. By introducing the solution on Vodafone’s web and Microsoft Teams channels, Capgemini Invent ensured a consistent experience throughout the journey.

Launching an extended partnership 

This new Virtual Coach provides Vodafone’s SME and SoHo business customers with a skilled, digital assistant that teaches them how to effectively use the offered Microsoft tools. The solution can adjust this educational experience to fit employee skills and clarify connections between the services available to users and the tasks they need complete.

As testing continues, the company will continue to enhance the solution and redefine the possibilities enabled by Gen AI. Vodafone is now evaluating how best to scale this service to other markets and to keep evolving the innovative solution. The company will review methods for including new Gen AI technology. One option under consideration is the addition of an agentic AI architecture that will introduce even more potent customer support capabilities.

Working with Capgemini Invent, Telco companies can determine the direct value that Gen AI can provide to their customers by expanding the understanding, adoption, engagement, and use of Microsoft tools, all while ensuring personal and business data security. This will in turn expand those organizations’ capabilities while substantially improving customer service and the overall experience when engaging with Vodafone.