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Chatbots by Synthetix

London 2012 a chatbot / virtual agent representing The London Organising Committee for the Olympic Games and Paralympic Games Ltd

chatbot, chatterbot, conversational agent, virtual agent London 2012 Synthetix launched a smartAgent for the London 2012 Olympic website in early 2009. Visitors to the website can click on "? Ask a question" and are greeted by one of several virtual staff who 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 number of routine inbound enquiries via telephone and e-mail.

The smartAgent technology allows site visitors to ask natural language questions whilst also navigating them around the website. The smartAgent has a diverse set of knowledge that is growing by the day, users can ask "How can I get tickets?","How can I get a job with you?","What does your logo represent", "I want to be a volunteer" or even "What sports will take place in the main stadium?".

The Synthetix.info service is being used to analyse visitors' wants and needs by looking at the questions they ask. The use of the conversational logs and analysis allow customers to better served both online and offline. The conversation logs also ensure that the knowledge contained within the smartAgent is always up to date.

Jane a chatbot / virtual agent representing Enterprise Inns

chatbot, chatterbot, conversational agent, virtual agent Jane Synthetix launched its first smartAgent deployment in the Pub retail sector for Enterprise Inns Plc.

Enterprise Inns Plc is one of the largest leased and tenanted pub companies in the UK. It was formed in 1991 and now has over 7,000 pubs spread throughout England, Scotland and Wales. They have launched smartAgent on the corporate website to improve the online experience and reduce routine in-bound enquiries to their small customer service team. Specifically they wish to make the website easier to use, enhance the brand's trustworthy stance, ensure customers enjoy the online experience hence encourage return visits and finally improve feedback mechanisms so that the customer feels valued. Visitors to www.enterpriseinns.com can click on "Got A Question" and are greeted by smartAgent "Jane" who is there to answer queries twenty-four hours a day, seven days a week.

Lynn a chatbot / virtual agent representing Wessex Water

chatbot, chatterbot, conversational agent, virtual agent Lynn Synthetix successfully launched what is believed to be the first Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within South West England, Wessex Water.

Visitors to www.wessexwater.co.uk can click on "Got a question?" and are greeted by smartAgent Lynn who is 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 Wessex Water contact centre and thus saving costs.

Valerie a chatbot / virtual agent representing Virgin Holidays

chatbot, chatterbot, conversational agent, virtual agent Valerie How smartAgent is helping; Answering customer queries without having to phone or e-mail, reducing CRM costs, improving customer satisfaction and loyalty, providing a feedback mechanism for customer wants and needs and providing a mechanism to optimise online and offline content. Virgin Holidays is 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 will allow Virgin Holidays to better serve both their online and offline customers. In addition, the conversation logs ensure that Valerie always has up to date information.

Tom a chatbot / virtual assistant representing Best Western Hotels

chatbot, chatterbot, conversational agent, virtual agent Tom What smartAgent is hoping to achieve for Best Western; Answer customer queries without having to phone or e-mail, reduce CRM costs, improve customer satisfaction and loyalty and provide a feedback mechanism for customer wants and needs.

Best Western is using the Synthetix.info analytics service to analyse visitors wants and needs by looking at the questions they ask. The conversation logs also allow them to make sure that Tom and Lucy always have up to date information. Jo Ogden, Head of Ecommerce and Distribution at Best Western is aiming to answer more queries online with lower CRM costs and to improve customer loyalty. "It's designed to make sure our customers have an enjoyable experience and improve conversions", she said.

Hollie a chatbot / virtual assistant representing Bourne Leisure

chatbot, chatterbot, conversational agent, virtual agent Hollie Virtual Hollie is providing answers to questions from people interested in visiting a number of holiday parks across the United Kingdom. The virtual assistant is currently dealing with thousands of visitors each month. The technology is answering customer queries on a variety of subjects whilst also navigating the user to additional content that appears on the website. The virtual assistant contains a wide range of content, this includes information on key attractions, when famous people are performing and routine information about each venue such as "what time do you need to check in". One of the more interesting aspects of the deployment is that "Hollie" promotes some of the events that are taking place at the resorts over the course of the year.

Staff at Butlins have full access to a wealth of management and customer contact data via the Synthetix analytics service. They can see all the questions that users to the assistant have posed. This allows them to make sure that Hollie is always updated to answer any new queries that may arise. The system also provides detailed management reports to monitor the success of the smartAgent. Hollie is the first live edition of smartAgent Version 4 and has many new features and functions that enhance the system for both the user and the website owner.

Jean a chatbot / virtual agent representing Synthetix

chatbot, chatterbot, conversational agent, virtual agent Jean Jean is the smartAgent that sits on the Synthetix website. She is a guide to Synthetix and their products.

By asking Jean questions she will tell you how to cut your customer service costs whilst at the same time increasing sales opportunities and maintaining first class customer care. Synthetix smartAgent automates customer service on your website, dealing with your users' questions instantly and reducing inbound traffic to your contact centre. And brandAgent adds engaging chat functionality to your online marketing. If you'd like to find out how, just ask Jean a question.

Protected Ollie a chatbot / virtual agent representing The Woodland Trust

chatbot, chatterbot, conversational agent, virtual agent Ollie Ollie is believed to be one of the most integrated deployments of Virtual Agent technology for the Woodland Trust.

With climate change and reducing carbon emissions well and truly on the agenda, Synthetix created a Virtual Agent to provide an end to end solution for the Woodland Trust to receive donations from its premier corporate partner.

Marion a chatbot / virtual agent representing Kingston Unversity

chatbot, chatterbot, conversational agent, virtual agent Marion Kingston University re-launched its international student portal and put smartAgent at the core. Potential new students from all over the world have been engaging with one of six characters who show them around University and answer questions about life as an international student, not only at Kingston but also the United Kingdom. The smartAgent is available 24 hours a day, seven days a week, crucial when dealing with enquiries from any time zone.

Dunkan a chatbot / virtual agent representing Improve Skills

chatbot, chatterbot, conversational agent, virtual agent Dunkan "We wanted to make finding out about careers and training on the internet more interactive," explained Sue Fairest, skills development manager at Improve. "Rather than having to trawl through pages of information trying to find what you're looking for, you can ask Dunkan very specific questions. Or, if you're not sure what you're looking for, Dunkan will ask you a series of yes or no questions before suggesting areas of interest he thinks might suit you best.

"Although Dunkan offers lots of fun elements, including a recipe for how to make him, he points the way to some important and serious information. He's targeted at everyone interested in working in food and drink manufacturing - from school-leavers to adults wanting a change of career, and existing employees who want to explore different job opportunities within the sector. He provides a light-hearted, user-friendly way to access the extensive information Improve has compiled about food and drink careers."

The launch of Dunkan is part of Improve's new Information, Advice and Guidance programme, which aims to raise awareness about careers within food and drink, and help engage employers in new ways of attracting potential employees.
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