MÁSMóvil Wins Web Customer Sevice Award With Teneo Virtual Assistant
Artificial Solutions, the natural language interaction specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that one of its Teneo Virtual Assistants has helped Spanish mobile operator, MásMóvil, win the Web Customer Service category at the Contact Center Awards 2011.
Marta, an online virtual assistant developed by Artificial Solutions, helps users navigate MásMóvil’s website, answering questions and providing information about MásMóvil’s products and services such as contract rates or promotions and also provides technical support. Using natural language interaction to interpret customer requests, Marta correctly answers over ninety percent of the questions asked by users. In the second quarter of 2011, the Teneo Virtual Assistant was responsible for over fifteen percent of all interactions between MásMóvil and its customers. Not only has Marta greatly improved web customer satisfaction, this has also impacted positively on satisfaction of the company’s phone support too, as more customers are able to resolve their queries through the medium of their choice.
The Contact Center Awards 2011 is run by Contact Center Magazine and rewards companies from banking, insurance, telecommunications, public administration and other industries who are continuously investing and innovating their contact centres and customer service departments to bring real value to their organisations and strive each day to provide better service to their customers.
“We’re delighted that one of our virtual assistants helped MásMóvil win this award,” says Fernando Gallego of Artificial Solutions. “Online customer service is no longer just about saving costs. It’s about interacting with your customers using channels they want to use and still providing a personalised service.”
The Teneo platform is powered by Artificial Solutions’ patented natural language interaction engine and provides the interface for users to interact with technology via intelligent, humanlike, two way conversations in their own language across a range of channels using voice or text. Teneo Virtual Assistants such as Marta, are far more than just a nice avatar. They can resolve queries, answer questions, provide links to information or resources, log issues, book service calls, even complete transactions through back-end or e-commerce systems, and update databases – all at the same time.
According to the latest survey conducted in July 2011, fifty-six percent of customers know of Marta and forty-seven percent have used the Artificial Solutions’ intelligent virtual assistant to answer questions and find answers to specific issues. On the rare occasion that Marta is unable to help a customer or under a pre-defined set of circumstances, she can transfer the user to a second level of care with a “real” agent in the MásMóvil contact center.
The ceremony took place at the roof of “Círculo de Bellas Artes” in Madrid, Spain on the 28th of September, 2011, with more than 300 guests from some of Spain’s largest companies.