Synthetix has launched a a fifth Virtual Agent
into the Water Utilities sector for Yorkshire Water. The company manage the collection, treatment and distribution of water in Yorkshire, supplying around 1.24 billion litres of drinking water each day. At the same time Yorkshire Water also collect, treat and dispose of about one billion litres of waste water safely back into the environment. Additional comments by developer Synthetix:
Visitors to www.yorkshirewater.com can click on "Ask me a question" and are greeted by a smartAgent who is a virtual version of one of the existing customer care team selected at random. They are there to answer queries twenty-four hours a day, seven days a week. The smartAgent has been implemented to improve the customer experience and reduce the routine inbound enquiries to the Yorkshire Water contact centre and thus saving costs.
The smartAgent allows the homes in the Yorkshire region to ask natural language questions about their water and sewerage service whilst also navigating them around the website. The smartAgent also has a number of pre-programmed conversational goals to attempt to impart essential information. The smartAgent has a wealth of knowledge: users can ask such questions as "How can I get a water meter?", "What should I do if I spot a leak?","What area does Yorkshire Water cover?" or even "Help! I have an emergency?". There are also a number of special interactive journeys built inside the smartAgent which assist the customer in reaching an appropriate resolution and also the ability to download PDF forms.
Yorkshire Water are also using the Synthetix.info service to analyse visitors' wants and needs by looking at the questions they ask. The use of the conversational logs and analysis allow Yorkshire Water to better serve both their online and offline customers. The conversation logs also allow the company to make sure that the smartAgent always has up to date information.
If you want to have a chat with the Yorkshire Water smartAgent, you can click on "Ask me a question" at www.yorkshirewater.com - otherwise why not talk to Jean and find out what smartAgent can do for your company.
How smartAgent is helping:
Automatically answering customer queries without having to phone or e-mail
Reducing CRM costs
Improving customer satisfaction
Providing a constant feedback mechanism for customer wants and needs
Providing a mechanism to optimise online and offline content