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Genie Service #Vodathon - October 2016

Genie service

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Genie Service

#Vodathon - October 2016

The Issue

Technical problems are

hard to explain via chat or call

Our magic Solution

Genie Service – Our over-the-shoulder Customer Care Agent

Customer View Agent View

Business potential

Target Group

s

Benefits

Delivering CARE

NPS

Customer support cost

Upsell via extra services

Connectivity

Always in control

Reward Loyalty

Easy Access

Consumer

SOHO / SME

Corporate

Choose 1 market

Send 100 AR glasses to real customersEquip and train 10 Customer Care agents

Pilot for 3 monthsAfter success, expand over Vodafone footprint

The future is now!

Appendix

The Genie Steps

Our magic Solution – Proposition Example

Launching two types

1) Free versionVodafone Services only

2) Premium versionAll connected products

*free for VIP / Quad play customers

**7,50 per month / free lease AR glasses

Free version

For Vodafone use cases only

Take a picture of your problem

Use the AR chatbot to recognise the problem and offer first level help

If the problem is more complex & the chatbot cannot help you, it will offer you the option to call an agent

A CC agent helps you solve your problem by looking through your glasses at what you are looking and they can also interact with the screen and show you

what to do, with each part of the device

Charged/ Extended

version (Same as free version

plus)

For any of your connected devices

If solution is not possible, the CC agent will be able to connect you to a craftsman to arrange an appointment and fix it onsite

Our magic Solution – The DetailsIn

trod

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Our magic Solution – What if the user has no AR glasses

• How will customers get the glasses? – We expect AR glasses are widespread in the future and will be part of Vodafone Accessories. They can

be separately purchased.

• What if users don’t have glasses?– Our service has an MVP which can be enabled via mobile app only, just using your phone’s camera

• How much does it cost? – Premium service included in high-end RED tariffs or part of device/ IoT service for selected categories

(Network, Modem setup)

• Is it difficult to setup?– No, the new Service is part of the My Vodafone App and can be used via any Android or iOS phone.

Your AR glasses can easily be paired via Bluetooth or QR.

• How are the glasses connected? (WiFi/ 3G)– The glasses connect free-of-charge via mobile or your home network.

FAQs (1)

• What use cases do you try to solve?– Use cases that require diagnostic from

• What are your target customers? – Consumers with no time to wait for on-site support/ no time to understand manuals

• Is there a similar service in the market? – This would be a Vodafone #First as we go beyond standard video chat support

• What is CARE about it? – We empower the user to be always in control with our option to self-service at home.

• What platforms are supported? – Android and iOS with WEB platform for call center agents

• Is there any risk for agents to enable the glasses remotely? – No, every live-feed chat has to be accepted by the user.

FAQs (2)