Eve Exceeds Expectations
Virtual assistants are often treated as just another member of staff by organisations, so it was no surprise when one of Eve’s human colleagues at German energy provider Yello Strom asked her to take up the Ice Bucket Challenge earlier this month.
Eve is no ordinary virtual assistant, she’s a team player. When her friends set the challenge for her to have 10,000 conversations with visitors to the website about her Ice Bucket Challenge, she went one better. In just a few days Eve shared her video with 20,000 customers, making Yello Strom double its donation to the ALS clinic of Charité in Berlin.
Key to Eve’s lively engagement with customers is her personality. It is an essential part of natural language conversations as it improves a user’s perception of intelligence and their ability to engage with the interface. A number of experiments suggest that humor can have many positive effects in human-machine interaction and Artificial Solutions has found that users rate virtual assistants as more competent when they exhibit a sense of humor.
How Eve phrases her responses, engages in small talk and displays a sense of humor all combine together to reflect the Yello Strom brand. If you ask her, Eve will tell you she was raised in Cologne, likes Italian cuisine and even where she gets her hair cut. She’ll give you a flower to make you smile, knock on the window pane if you ignore her for too long and will sometimes flounce off the screen if you tease her.
Of course personality means nothing, if it can’t be backed up by delivering to customers what they really want – the one right answer to their query and that’s where Eve excels. She is able to respond to each interaction with meaningful replies, use information already provided by the customer during the conversation to deliver the correct response or ask for more detail if required. She can even access data stored on enterprise systems.
Whether it’s helping a new customer complete an online form or providing complex troubleshooting advice to an existing one, Eve knows the answer. Combined this with her lively personality that reinforces a positive brand image that is friendly, efficient and knowledgeable and it’s no wonder so many customers wanted to see her take the Ice Bucket Challenge and help Eve raise money for a worthy cause.
The Rise of the Conversational Assistant White Paper
This white paper, using independently commissioned research, looks at the current use of voice assistants by consumers and considers the implications and likely changes in the near future.