1. Virtual Assistants Online Self-Service Chris Ezekiel [email_address]
Overview of the solution
Back-end (statistics etc.)
15 years of experience in developing Virtual Assistants
UK and US Operations
Successful in all commercial sectors, from Financial Services to Retail
Partners include KMP
Creative Virtual 4.
Natural Language Dialogue
Rule-based artificial intelligence engine
Keeping context of the conversation
Increasing levels of interactivity
Developing a relationship with the user
Providing a sticky web experience
Humanising the Internet
Full integration of front and back end
Simple update process
No technical skills required
Easy production & maintenance of the knowledge base
What is a Virtual Assistant? 5. What we do
Focus on Findability
Ask questions in natural language
Alternative to menus
Helps on large websites
Automation of Processes
Keep people on the site, Suggest products, Entertain
Best of Breed Product
Designed to integrate
6. Accuracy 7. Lloyds TSB 8. British Telecom 9. One Railway 10. Teletext Holidays 11. Sharp Electronics 12. Sky TV 13. Direct Line 14. National Rail Enquires 15. Legal & General 16. Alliance & Leicester 17. Mortgage Brain 18. Birmingham Midshires (HBOS) 19. Renault 20. Motability 21.
It feels like we're getting an insight into the people not the clicks.
We searched the market and decided that the Creative Virtual solution was the best tool to help us improve the customer experience.
Creative Virtual's comprehensive reporting system allows Teletext to review customer conversations with Jodie and so "get into their customer's head" to improve their understanding of customer requirements and provide more tailored services.
The ability to capture user data makes Jodie more than just a fantastic 24/7 customer assistant - it makes her a valuable marketing and research tool which allows Teletext to stay in touch with their customers.
Teletext Holidays Commercial Director Matt Cheevers
BT s Emma reduced calls to Service Centres by over 400,000 on 1.3M conversations