Artificial Solutions announced today that one of its Teneo Virtual Assistants has been shortlisted as a 2011 finalist in the Best Use of Technology category, in the prestigious European Call Centre and Customer Service Awards. Emma, Telenor Sweden’s busiest customer service agent, answers nearly five thousand questions everyday on Telenor’s website.
Developed in response to Telenor’s rapidly growing network, a Scandinavian wide price war and a need to provide 24/7 online support, Emma answers all kinds of questions from mobile services to troubleshooting SIM card issues. As a Teneo Virtual Assistant, Emma uses the world’s most robust natural language interaction (NLI) engine that enables her to reason like a human using advanced linguistic and business rules to decide how best to respond a customer’s request. With each interaction Emma dynamically re-assesses content to understand what has changed and give the right answers.