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Vodafone launches skill for Alexa and offers 24-hour social media support

Wednesday, July 19th 2017 by Phil Wilkinson-Jones

Vodafone customers will soon be able to receive updates about their account through Amazon’s personal assistant, Alexa.

Users will be able to ask Alexa for billing data, account details and information about extras from later this summer.

The initiative is part of a new focus on digital customer service that sees Vodafone offer 24-hour support on Facebook and Twitter for the first time.

The new ‘Message Us’ service available through the My Vodafone app will also let customers initiate and re-visit conversations with advisors at any time, day or night.

A ‘group message’ feature, which will be added later this summer, will enable customers to stay with the same agent throughout their query and allow other specialists to join the conversation where necessary.

The role of TOBi, Vodafone’s artificial intelligence chatbot, has been expanded to include account-specific questions on subjects such as roaming.

TOBi can also offer advice on SIM-only price plans and will be handling an increasing number of enquiries by the end of the year.

Vodafone is trialling voice recognition technology that will allow customers to access their account on the phone without having to remember a password.

The technology, similar to that introduced by TalkTalk last year, asks customers to record and repeat a pre-recorded phrase to confirm their identity.

Rollover data, texts and calls on pay as you go

Vodafone is also making changes to its pay as you go offering with the introduction of Total Rollover, which will let customers carry unused call, text and data allowances into the following month.

The new feature follows an increase in data allowances across Vodafone’s Big Value Bundles.

The £10 bundle has gone from 500MB to 1GB, the £20 bundle from 4GB to 6GB and the £30 bundle from 12GB to 20GB.

Vodafone, which last month demonstrated network technology that both extends coverage and increases capacity, said its modernisation programme has resulted in its most reliable network ever.

It said indoor coverage is at an all-time high while it is recording fewer dropped calls than ever before.

Nick Jeffery, Vodafone UK’s CEO, said: “Our new service offerings illustrate our commitment to putting our customers at the very heart of everything we do.

“Whether it’s providing 24/7 customer care, developing innovative new digital services or outstanding indoor 4G coverage, we are determined to make our network and services easier to use, faster and more engaging for our customers than ever before.”

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