Chatbots by Synthetix

Synthetix has successfully deployed another integrated Virtual Assistant solution for Morrisons supermarket.

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

Hermes UK have launched a Virtual Assistant built by Synthetix, called Millie. Hermes operate their own independent courier network delivering over 100 million parcels each year on behalf of some of the UK's largest online retailers including Next Directory, QVC, JD Williams and Debenhams. Millie is designed to help end customers check, track and send their parcels via the Hermes network.

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.

Synthetix has successfully deployed an integrated Virtual Assistant solution with pre recorded video footage for Morrisons supermarket.

Shane, a virtual butcher, offers advice on recipes and best cuts of meat. Working with digital agency, Candi, the "Virtual Butcher" is a branded customer service experience that delivers outstanding customer interaction and engagement.

Synthetix has launched a multilingual Virtual Agent, its fourth deployment into the Water Utilities sector for Dwr Cymru Welsh Water. The company provides water supply and sewerage services to over three million people living and working in Wales and some adjoining areas of England. They have 1.2 million household customers and over 110,000 business customers making them the sixth largest of the 23 regulated water companies in England and Wales.

Website visitors just type a question into the question box; the system then sifts through the vast amounts of data on the site looking for possible answers. Once an answer has been found it appears on the screen along with links to further information. It is hoped 'Ask Alex' will become the first port of call for people looking for answers, providing instant response and feedback and reducing the need to call the Customer Service Centre, providing a faster more responsive service and saving both time and money. New questions will continue to be added to further improve customer satisfaction. User input is vital, if a question is not being answered there is a facility which allows the user to submit the question for inclusion.

This new interface has allowed Lincolnshire to optimise their online content, by making the information more customer focused and easier to find, therefore creating a solution to both, online and offline customer service issues. At the moment the technology is only available on the 'I am a Parent' section of the Lincolnshire site, however in time it will be widened out to other areas, to further enhance service delivery. To see "Ask Alex" in action, please click here to visit the Parenting section of the Lincolnshire website.

Peter Barton, Head of Web and Information Services at Lincolnshire believes the Synthetix customer service technology gives them a solution to both their online and offline customer service issues;

"People like talking - or writing - to people. And that's how they see it. We anticipate this being a big win for our customer service.

Customers with questions and queries can click on 'Help' on the homepage or input their questions directly to the page at other points on the site and are greeted by the smartAgent. Andrea has been designed to talk to thousands of people every week, answering their queries and navigating them around the website. The conversational, natural language interface provides straight answers to straight questions. Andrea is answering queries about Travelodge venues and has a wealth of knowledge, from hotel directions to in-room facilities.

Travelodge have full access to the Synthetix.info analytics service and can see all the questions that visitors to the website have. This allows them to make sure that Andrea is always updated to answer any new queries that may arise. It also provides detailed management reports to monitor the success of the smartAgent.

Synthetix successfully launched its third Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within the south east of England, Essex & Suffolk Water.

Visitors to www.eswater.co.uk can click on "Ask us" and are greeted by one of several smartAgents (selected at random) 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 routine inbound enquiries to the Essex & Suffolk Water contact centre and thus saving costs.

Synthetix successfully launched its second Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within the north east of England, Northumbrian Water.

Visitors to www.nwl.co.uk can click on "Ask us" and are greeted by one of several smartAgents (selected at random) 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 routine inbound enquiries to the Northumbrian Water contact centre and thus saving costs.