Artificial Solutions to Power New Virtual Assistant for Kabel Deutschland
Artificial Solutions™, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that Kabel Deutschland has used the Teneo™ platform to build and maintain its new online virtual assistant, Julia. Developed using the resources of just three content managers, Julia not only helps customers, but provides vital, insightful data back to Kabel Deutschland.
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.
Using the Teneo platform, which enables non-technical users to quickly and easily develop sophisticated virtual assistants, Kabel Deutschland was able to rapidly build sophisticated automated dialog flows. In addition, the company tailored the user interface to their specific requirements such as including animations, performing custom actions and adapting the appearance of the extended view within the avatar. Julia’s avatar is a high quality animation that features 40 different emotions depending on the sentiment of the conversation.
“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.”