Ask Jane is the United Utilities virtual assistant
that answers questions about Billings and Payments, Moving Home, Electricity, Water and Water Meters. It uses natural language processing, rather than keyword matching, to understand the context of the customer query. Ask Jane also suggests a train of thought by presenting a list of related content to help the customer build their knowledge around the subject matter. This helps to improve the customer experience and reduces the need to phone for further information.
The most important aspect of Ask Jane is its ease of use for both the customer and United Utilities. The customer is free to ask a question without needing to know industry-specific terms, and United Utilities have a simple interface to enter content and monitor usage. The whole process of matching the question to the content is automatic; Transversal's Metafaq even helps identify the knowledge gaps so new content can be quickly added to respond to new types of customer questions.