TOBi — VodaPay Digital Assistant

TOBi is the digital assistant within the VodaPay super app. It provides personalised customer support through an intelligent chatbot interface, with quick access to common self-service actions like PIN changes, airtime purchases, and Vodabucks management. The system supports customer experience and transaction-related journeys in a large enterprise environment.

Software engineer / technical delivery. I contributed to the delivery of customer-facing features, worked closely with product owners and designers, and supported ongoing improvements with a focus on reliability and maintainability.

Help customers complete common journeys quickly inside the app through an intelligent assistant. Provide quick access to frequently-needed actions (PIN management, airtime, rewards) while ensuring a consistent experience and dependable behaviour in production.

• Built a personalised customer interface with dynamic greetings and contextual quick-action shortcuts.
• Implemented search and conversational interfaces so customers find answers and complete transactions quickly.
• Developed quick-access flows for common actions (PIN changes, Vodabucks, airtime) to reduce support load.
• Maintained frontend experiences with a focus on usability, accessibility and performance on mobile.
• Collaborated with UX, product and stakeholders to translate requirements into shippable increments inside enterprise constraints.

Delivered improvements to a customer-facing digital platform and supported its evolution as a core part of the VodaPay customer experience.

Chats per month

2M+

Handled by the platform.

Containment rate

97%

Resolved without human handover.

Reducing handovers to the contact centre, with operational cost savings and a smoother customer experience.

JavaScript, React (frontend), API integration, enterprise delivery practices.