Kia Ora Hana: Vodafone NZ’s new digital agent powers up to help customers
Hana will further improve customer service online and over the phone as part of Vodafone’s ongoing CX enhancements
Vodafone NZ today welcomes a new digital agent to its team, Hana, who’ll be offering enhanced digital self-service as part of Vodafone’s ongoing push for customer experience enhancements within its Amazon Connect implementation.
Hana can help customers as a chatbot on the Vodafone website, or when people phone up she can direct calls to the right place quickly with her distinct Kiwi voice, powered by Amazon Polly.
Vodafone’s previous chatbot, TOBi, is being retired after four years of providing online customer support, answering up to 15,000 online customer queries each day. Hana will also replace the previous interactive voice response (IVR) voice Mary-Jane and become the company’s overall virtual agent.
Mark Fitzgerald, Head of Digital Tools and Services, at Vodafone NZ, says: “Nau mai, haere mai to Hana, who will continue to build on the great customer care TOBi provided as part of Vodafone’s remarkably simple digital self-service channels, while also adding a new digital layer to our IVR service.”
Hana (pronounced Haa-na) reflects Vodafone’s focus on building a bi-cultural foundation with a multicultural application. Hana is a te reo Maori word that means ‘to shine’ but is also used across Jewish, French, Kurdish, Persian, Korean, Arabic and Japanese cultures – with meanings such as happiness, satisfaction, and to give out love.
A full list of Vodafone help channels is available at https://www.vodafone.co.nz/contact/