Vodafone Qatar has won the ‘Best Digital Experience’ award during the ‘3rd Annual Customer Experience Middle East Summit’ for its deployment of ‘Hani’, the company’s virtual assistant.
‘Hani’, which is built on an intelligent platform and comes in the form of a smart Vodafone Hedgehog who knows everything about Vodafone and can quickly find the right answers for customers, was recognised by the judges for its innovation and customer-centric approach coupled with business results.
Mohamed al-Sadah, Vodafone Qatar’s chief operating officer, said: “Hani is a critical aspect of our digital customer engagement strategy, Artificial Intelligence coupled with live agent chat support offers a world-class experience and I am very proud of our teams’ accomplishments to win this prestigious award.” ‘Hani’ uses Natural Language Processing to understand the customer’s question and provides a single accurate response. Hani has a strong understanding of all Vodafone products and services, which, to date, has seen more than 80,000 questions per month answered with an accuracy rate of over 90%.
Digital self-care forms a critical strategy for Vodafone and coupled with the MyVodafone application have seen exponential growth in both customer acceptance and satisfaction.
This is the second customer care award that Vodafone Qatar has received this year. In April, the company was recognised with the ‘Best Culture Transformation’ award at the ‘5th Annual Customer Experience Management in Telecoms Middle East’.