Case Study news

ASDA is a British supermarket chain that was bought by Wal-Mart (World’s largest retailer) in 1999. There are hundreds of thousands of ASDA customers shopping at 243 ASDA supermarkets around the UK. In early 2009 ASDA began the migration of its online shopping service to a new platform and were looking for a solution to make the transition as easy as possible for their customers.

National Rail Enquiries (NRE) is the definitive source of information for all passenger rail services on the National Rail network in England, Wales and Scotland. Classified as a ‘Super Site’ by the UK Government, nationalrail.co.uk is one of the busiest websites in the country. In 2007, NRE came to Creative Virtual and our partner Virtual Zone for help in unlocking the wealth of information on their website.

Statens Vegvesen, which translates as the Norwegian Public Roads Administration (NPRA) is an autonomous agency within the State’s Ministry of Transport and Communication. Responsible for the planning, construction and operation of the national and county road networks, NPRA is also in charge of vehicle inspections, driver training
and licensing.

NPRA was struggling to manage an increasing volume of calls, coupled with restrictive public opening hours. The obvious solution was to move some of the routine queries to the website and relieve the pressure on the advisors employed in its seventy-two Traffic Stations, enabling them to concentrate on more complex enquiries.

Artificial Solutions’ strong Nordics presence and native Norwegian-speaking staff were a key decision-making factor for NPRA, and Trude Gjerstad Strand, Project Leader and Senior Advisor, set about developing a pilot that would concentrate initially on vehicle registrations, ensuring that the public had the right level of documentation before visiting NPRA offices in person to complete the process. NPRA chose to implement the pilot project in-house, in partnership with Artificial Solutions.

Virgin Media is the United Kingdom’s leading entertainment and communications company—the first to offer consumers broadband, digital TV, phone and mobile from one company.  Today Virgin Media is the largest Virgin branded company in the world, with almost 13,000 employees and ten million customers across the UK.

VirtuOz, Inc., the leading provider of intelligent virtual agents (intelligent virtual agents) for online marketing, sales, and support, today announced that Kaspersky Lab, a leading developer of secure content and threat management solutions, has extended the mission of Lena, its VirtuOz IVA, to online sales. By integrating Lena into its online retail operation, Kaspersky Lab can now provide personalized sales assistance to customers 24/7.

On the Beach, founded in 1995, is one of the UK’s leading online travel agencies offering value for money summer holidays to the world’s most popular beach destinations. Customers can choose from 50 million available flight seats and more than 30,000 hotels around the world and take advantage of a selection of other travel products such as car hire, insurance and resort transfers.

The Challenge:

In 2010 On the Beach were planning the launch of a new website. As part of that project they wanted to find a way to reduce administration calls to their after sales department and, in return, minimise the call waiting times for clients to improve their overall customer experience. They determined that a Virtual Assistant from Creative Virtual would be the best way to position their business at the forefront of emerging technology and, most importantly, improve their customer service efficiency and effectiveness.

Created by VirtuOz, this intelligent animated character appears on the home page of the site, providing a human-like interface between users and the Michelin brand. The Michelin Man is the first world-famous brand icon to interact with users in this way.

Chatting in both English and French, Michelin’s two official languages, and programmed to converse on around 10,000 topics each month, this intelligent virtual agent answers questions about the Michelin Man as well as the company, while also helping visitors to find their way around the site.

VirtuOz, the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that Numericable, a major cable and high speed Internet provider in France, debuted Emilie, an intelligent virtual agent powered by VirtuOz, as a new and contemporary online support channel. Available on Numericable’s website support page, Emilie provides a high quality support experience 24/7 to Numericable’s subscribers while also freeing their live agents to focus on higher value support and service activities.

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online customer service, today announced that Kaspersky Lab, a leading developer of secure content and threat management solutions, celebrates the first anniversary of Lena, an intelligent virtual agent powered by VirtuOz, to provide world-class online customer and technical support.