Vodafone and Celfocus transform field operations with AI-powered Technician Assist platform

Field service plays a critical role in the telecommunications industry. When network disruptions occur, the speed and accuracy of onsite resolution have a direct impact on customer satisfaction, operational efficiency and business continuity. To address this challenge, Vodafone has launched Field Technician Assist, a new AI-powered solution developed with the technological expertise of Celfocus. The platform is designed to make life easier for field technicians and to transform how field operations are executed across Vodafone’s European markets.

 

The solution leverages Generative AI and deep learning to reduce operational costs, improve the First-Time Resolution (FTR) rate and elevate customer experience, positioning Vodafone as a pioneer in intelligent field service automation.

 

Driving efficiency and customer trust through intelligent guidance

 

Nowadays, traditional field service is severely challenged. Vodafone’s Field Technician Assist aims to reverse this trend by delivering contextual, real-time recommendations directly to technicians.

 

Based on large language models (LLMs), machine learning and continuous improvement from field feedback, it can process diverse sources – such as information on past interventions, performance data and documents – to provide the three most relevant corrective actions before the technician arrives onsite.

 

This AI solution elevates the decision-making of field engineers and serves as an ideal companion for junior technicians, empowering them with real-time guidance while supporting senior experts with more meaningful data and insights.

 

Real-world impact: fewer repeat visits and faster resolutions

 

The solution is currently being piloted in multiple Vodafone markets and is already showing measurable outcomes, helping to reduce one out of four second visits. Resolution times are improving, thanks to AI-supported diagnostics and guided intervention.

 

By resolving issues during the first visit, the solution increases technician productivity and reduces unnecessary truck rolls, contributing to strengthening customer loyalty. Vodafone also benefits from reduced churn and more efficient resource allocation, without requiring additional workforce expansion.

 

The scalable architecture allows Vodafone to deploy the platform globally, adapting it to local data and operational contexts while maintaining a central knowledge base. Future enhancements will support the evolution toward Agentic AI – enabling autonomous decisions and proactive problem-solving in the field.

 

Building a new standard for AI in telecom operations

 

“The collaboration with Celfocus has enabled us to accelerate our ambition to deliver a more agile, efficient and personalised service. By equipping our technicians with real-time intelligence, we are better positioned to meet customer demands and strengthen their trust in Vodafone,” said Roxane Bubeck, Head of Customer Fulfilment EU Cluster & Commercialization Lead, Vodafone.

 

“This solution is a clear example of how AI can transform traditional operations into data-driven, customer-centric processes. Together with Vodafone, we are redefining the field service model with a direct impact on service quality and operational sustainability,” stated Carla Penedo, Executive Director of Cognitive Automation, Celfocus.

 

Recognised innovation with global rollout potential

 

The case study “Transforming Field Services – from Truck Rolls to Operational and Customer Experience Excellence’ was presented at DTW Ignite 2025 by Emilio Varas, Customer Fulfilment Head of AI and Operations Improvement at Vodafone, and João Miguel Antunes, Head of Autonomous Networks at Celfocus.

 

Vodafone’s Field Technician Assist was also a finalist in the ‘Most Innovative AI Application to Enhance Customer Experience’ category at FutureNet World 2025, reinforcing its industry relevance and maturity.

 

Beyond its immediate benefits, the solution lays the groundwork for a more intelligent, autonomous and scalable field operations model – one where every technician is empowered by the collective knowledge of the organisation and where every service call becomes an opportunity to toughen customer relationships.

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To find out more about how to leverage AI for your operational business in any industry, visit celfocus.com  

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By João Miguel Antunes, Head of Autonomous Networks at Celfocus