Genie Service #Vodathon - October 2016
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
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
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• 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)