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According to the head of the department of digital solutions and platforms at Vodafone Ukraine, Sergei Borislavsky, development and supporting its own AI system cost the company “tens of millions.”
The launch of the MVP (minimum viable product) is scheduled for May 15, Borislavsky said in an interview with dev.ua. First of all, artificial intelligence will be used to improve the work of the Vodafone contact center, where hundreds of people work.
“We will test it within the company, on our own customer service business processes, the MVP launch is scheduled for May 15th. We have currently involved about 30 people in this project.”
Borislavsky noted that the company’s AI product as a whole is divided into several stages and the first one covers “voice” work.
“Every day the employee will have access to information about how effectively he will perform, what he needs to change, how to change his script, where he needs to be more persistent in communicating with the client, or what words to use in order to make his work brought more value to our company and more value to the client,” adds Sergey Borislavsky.
Vodafone invested “tens of millions” in its own AI project; the company decided not to use ready-made LLMs (large language models), so it independently developed and trained the system.
“I won’t give exact numbers, but these are tens of millions that we are investing, have already invested and plan to invest in this story. And it consists of several parts. The first is building your own hardware infrastructure. Servers and GPUs, which now cost millions, are quite difficult to obtain, but we are solving it. The second is the construction of the software part, for this there is its own IT company – IT SmartFlex, which provides this service for Vodafone Ukraine – building the product in a comprehensive manner.”
Additionally, Vodafone is working on a project for its own chatbot, while testing Meta’s open source model, and is also considering launching “digital twins” for on-screen customer service.
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