TOBi – VodaPay Digital Assistant Platform
TOBi digital assistant with personalized customer experience and quick action shortcuts
📋Context
TOBi is the digital assistant within the VodaPay super app. It provides personalized customer support through an intelligent chatbot interface, offering quick access to common self-service actions like PIN changes, airtime purchases, and Vodabucks management. The system supports customer experience needs and transaction-related journeys in a large enterprise environment.
👨💻My Role
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.
🎯Problem
Enable customers to get personalized help and complete common journeys quickly inside the app through an intelligent assistant interface. Provide quick access to frequently needed actions (PIN management, airtime purchases, rewards) while ensuring a consistent experience and dependable behaviour in production.
🛠️Approach
- ▸Built a personalized customer interface with dynamic greetings and contextual quick action shortcuts tailored to user needs.
- ▸Implemented search functionality and conversational interfaces to help customers find answers and complete transactions efficiently.
- ▸Developed quick access features for common actions (PIN changes, Vodabucks, airtime purchases) to reduce customer effort and support load.
- ▸Maintained frontend experiences with a strong focus on usability, accessibility, and performance in a mobile-first environment.
- ▸Collaborated with UX/UI and product stakeholders to translate requirements into shippable increments while working within enterprise constraints.
✅Outcome
Delivered improvements to a customer-facing digital platform and supported its evolution as a core part of the VodaPay customer experience.
Impact:
Chats per month
Handled by the platform
Containment rate
Queries resolved without human handover
Reducing handovers to the contact center, resulting in operational cost efficiency and improved customer experience.
⚙️Tech (high-level)
JavaScript, React (frontend), API integration, enterprise delivery practices.
✨Key Features
👤Personalized Experience
Dynamic user greetings and contextual interface that adapts to customer needs
🔍Smart Search
Intelligent search functionality to help customers find answers and complete tasks quickly
⚡Quick Actions
One-tap shortcuts for common tasks: PIN changes, Vodabucks, airtime purchases
📱Mobile-First Design
Dark theme with high contrast for excellent readability and modern aesthetic