Julia is an intelligent virtual assistant
that allows customers to ask questions via Kabel Deutschland’s website using their own words. She is able to interpret and resolve complex queries concerning technical support or invoice inquiries and deal with simple issues such as a change of address that can be time-consuming for call centers. As the online representative of Germany’s largest cable operator, supplying services to approximately 8.5 million households, Julia encourages users to log in so she can offer a more personalized service including the use of their name and provide further detailed responses based on their account information.
“Julia” ist die virtuelle Beraterin, die seit November 2013 die Kunden des Supportbereichs von Kabel Deutschland begrüßt. Umgesetzt haben wir dieses Projekt gemeinsam mit 3m5. IT Business Services.
Die loopbaren Streams starten immer, wenn jemand die Servicefunktion des Portals benutzt ergänzend zur schriftlichen Hilfestellung.
Additional comments by developer Artificial Solutions:
“Julia is a new communication channel that enables us to offer our customers personalized, round the clock support,” says Dr. Sören Trebst of Kabel Deutschland. “The advanced automation within of the Teneo platform made it possible for us to be in control of the project and its future development from the start, without needing to understand the complexities of computational linguistics. Other features such as simultaneous editing the knowledge database, visual representation of conversation flows and fast publication of updates ensures maintaining Julia is quick and easy.”
In addition to assisting customers, Julia delivers actionable information back to the cable operator. Using Teneo Insight, a multi-dimensional analytics system for the Teneo platform, Kabel Deutschland can analyze conversations and even instruct Julia to ask specific questions such as favorite TV genre if the opportunity arises. Providing detailed information, almost in real-time will allow Kabel Deutschland to respond faster to potential opportunities and have a deeper understanding of its customers’ profile.
“Julia is everything the modern virtual assistant should be: intelligent, capable and offering such a personalized service you’d almost think you were talking to a human,” says Lawrence Flynn, CEO of Artificial Solutions. “The Teneo platform makes it faster and easier than ever before for organizations to develop virtual assistants across all connected mediums and we’re delighted to be working with Kabel Deutschland.”
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