Artificial Solutions Delivers Home Help to Bosch Home Appliances
Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that Bosch Home Appliances is using the Teneo™ platform to develop its intelligent online service assistant.
Bosch is the leading supplier of consumer appliances from washing machines and fridge freezers to hot drinks machines and microwaves. Managing customer queries online over a large product portfolio while increasing customer satisfaction requires more than just a simple FAQ, which is why the appliance manufacturer chose to use a virtual assistant capable of understanding the many different ways that customers ask questions. At the same time they required a platform that would enable them to maintain control of the project and its future development.
The Bosch service assistant makes it easy for customers to troubleshoot an issue with an appliance or arrange a service call via its website. In addition, the assistant can also help with more complex issues such as checking a warranty’s validity when there is no proof of purchase available. In the near future, should a repair be uneconomical on an older machine, the assistant will be able to recommend similar models for purchase.
The memory capability within Artificial Solutions’ patented technology enables the Bosch service assistant to remember pertinent facts during the conversation, allowing the customer to have a much more natural interaction. For instance during the interaction the customer might ask “where can I find it?”, a seemingly meaningless question when taken out of context, but the Teneo powered virtual assistant understands from the conversation leading up to that point that the customer is actually asking where a specific warranty code on a dishwasher is placed and can answer accordingly.
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Consumers are now driving how they communicate with businesses, and companies face a choice between dealing with this changed order, or falling behind and allowing more nimble competition to step in.
“Customers increasingly want to be able to resolve their queries over the internet at their own convenience,” says Christ-Jan Akkermans, Contact Centre Manager of Bosch Home Appliances in the Netherlands. “We were looking for a virtual assistant solution that would not only be able to provide our customers with the personal service we pride ourselves on, but one that we could easily update and extend ourselves to ensure customers always receive the very latest information.”
The Teneo platform allows non-computational linguists to build, analyze and maintain NLI-applications such as online virtual assistants in record time and with a fraction of the resources than with comparative products. Business users are able to update dialogues and conversation flows in simple drag and drop form, ensuring that the very person that understands both the customer’s need and the business’ goals is in charge of the overall development of the virtual assistant.
“Many common problems with consumer goods can be resolved easily by the customer themselves with a little advice from the experts,” says Peter Roost, COO of Artificial Solutions. “Teneo helps organisations maintain a personal, yet automated, service by delivering fast and easy access to relevant information in a friendly conversational style anytime of the day or night. This helps to establish not just a positive brand experience for the customer, but allows the organisation to deliver far more information in return than is possible when compared to phone call.”