Best Western hotels group launched 'Ask our experts' on the UK site to improve customer experience and reduce routine inbound enquiries to their call centre. Users can choose to receive assistance from one of two Virtual Assistants, Tom or Lucy. The conversational, natural language interface provides straight answers to straight questions. Tom and Lucy are interacting with people every day of every week, answering their queries about Best Western Hotels and navigating them around the website. The Virtual Assistants have a wealth of knowledge, they know which hotels have golf courses, leisure facilities or even if they are near airports.
Additional comments by developer Synthetix:
Peter McKean, Managing Director of Synthetix said: "Travel and Tourism is a sector which demands high levels of customer service. We are confident that the SmartAgent deployment will achieve what it set out to do by lowering customer service costs and increasing customer satisfaction, as it has done for our other clients.
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Reaction by Erwin van Lun on Sep 17th, 2008 22:32
Interesting!
Can you explain the difference between Tom and Lucy?