How Vodafone plans to create AI-powered tech-comms powerhouse with Microsoft

Vodafone is using Microsoft 365 Copilot to help call centre agents answer customer calls more effectively And Vodafone is supercharging its chatbot TOBi with AI to create SuperTOBi, which it is currently rolling out across Europe. Written by Matt Wall Published September 19, 2024 Category Telecommunications Following the news that Vodafone has decided to increase the number of Microsoft 365 Copilot licences from 300 to 68,000 across its business, we speak to Scott Petty, Vodafone’s Chief Technology Officer, about the reasons for the move.

Agent or tool: Microsoft 365 Copilot
Topic: Customer Support
Reported on: Case study (Microsoft)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 363 by interest), and one of 122 involving Microsoft 365 Copilot.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Microsoft 365 Copilot or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Microsoft 365 Copilot.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://ukstories.microsoft.com/features/how-vodafone-plans-to-create-ai-powere…. Our summary is a paraphrase; details are in the source.

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