How Vodacom simplifies Self-RICA with the help of its Chatbot TOBi

Offering immediate, relevant support to resolve a variety of customer queries, TOBi can be accessed via the MyVodacom App and allows existing Vodacom customers to Self-RICA prepaid SIMs from the comfort of their own homes.

Since the Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA) came into effect in 2011, Vodacom has been working on ways to simplify the process, making it as quick and efficient as possible. 

Traditionally customers would have to visit a Vodacom store and present some form of identification, proof of residence and the SIM card. Now, with Vodacom adding additional self-service functionalities to their chatbot, customers can Self-RICA with TOBi’s help.

During the Self-RICA process, TOBi will assist with capturing and validating personal information against external trusted sources including the Department of Home Affairs, biometrics and AI – creating ultimate convenience for the customer. TOBi has been developed to give quick and easy access to information wherever and whenever customers are in need. 

We have simplified the process and further digitised the journey for our customers. This is yet another way we are driving a digital transformation journey for ourselves and for our customers. Introducing Self-RICA on our self-service platforms is our way of encouraging customers to perform certain functions from home in support of governments’ call to stay safe and stay at home. From this lockdown period onwards, customers are able to RICA their SIMs from the comfort of their homes.

Jorge Mendes, Vodacom Chief Officer Consumer Business Unit

The process is as simple as taking a picture, scanning a new prepaid SIM card, an ID document or passport for foreign nationals and then recording a video with a unique PIN as proof that you are the correct person. All these identities are compared using AI and biometrics and then verified with the Department of Home Affairs. Once verified, the customer can insert the SIM in any cellphone where they will receive a welcome message from Vodacom with their new cellphone number.

TOBi is here to enhance the customer experience and improve the customer engagement process by being available instantly and ready to help, day or night, 365 days in the year.

Jorge Mendes, Vodacom Chief Officer Consumer Business Unit

TOBi is transforming the way our customers engage with the brand by solving between 10,000 to 20,000 customer queries a day via SMS, WhatsApp, the My Vodacom app and on the Vodacom website.