Usage
Large companies such as Lloyds Banking Group and Royal Bank of Scotland are now using automated online assistants instead of call centres with humans to provide a first point of contact.Also, IKEA has an automated online assistant in their help center.
Automated online assistants can also be implemented via Twitter, or Windows Live Messenger, such as, for example, Robocoke for Coca Cola Hungary. This automated online assistant provides users with information about the brand Coca Cola, but he can also give users party and concert recommendations all over Hungary.
Popular online portals like eBay and PayPal are also using multilingual virtual agents to offer online support to their customers.
In the travel sector, some new generation airlines like Vueling Airlines are also using virtual agents to offer online sales and customer support. In this case, the virtual assistant was developed by Anboto Group and the agent is handling 200.000 conversations per month in English and Spanish. National Rail Enquiries' Ask Lisa, developed by Creative Virtual and their partner The Virtual Zone, answers over 9,000 questions per day about passenger rail services. Creative Virtual also created the automated online assistants for Lloyds Banking Group and Verizon, who has seen a call deflection of up to 40% as a result of the implementation of Ask Verizon.
Such is the growing demand for more complex and powerful online virtual agents, UK-based AI Applied are working as the first independent worldwide consultants helping businesses get the best out of the technology.
Read more about this topic: Automated Online Assistant
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