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Synthetix has launched a multilingual Virtual Agent, its fourth deployment into the Water Utilities sector for Dwr Cymru Welsh Water. The company provides water supply and sewerage services to over three million people living and working in Wales and some adjoining areas of England. They have 1.2 million household customers and over 110,000 business customers making them the sixth largest of the 23 regulated water companies in England and Wales.
Additional comments by developer Synthetix: Visitors to www.dwrcymru.com can click on "Got a question?" and are greeted by smartAgent Ffion who is there to answer queries twenty-four hours a day, seven days a week. The smartAgent has been implemented to improve the customer experience and reduce the routine inbound enquiries to the Dwr Cymru Welsh Water contact centre and thus saving costs. It is the first multilingual deployment in the Utility sector The English and Welsh speaking smartAgent allows the 1.2 million homes of Wales and some parts of England to ask natural language questions about their water and sewerage service whilst also navigating them around the website. The smartAgent also has a number of pre-programmed conversational goals to attempt to impart essential information. The smartAgent has a wealth of knowledge: users can ask such questions as "How can I get a water meter?", "What should I do if I spot a leak?","What area does Welsh Water cover?" or even "Help! I have an emergency?". There are also a number of special interactive journeys built inside the smartAgent which assist the customer in reaching an appropriate resolution and also the ability to download PDF forms. Dwr Cymru Welsh Water are also using the Synthetix.info service to analyse visitors' wants and needs by looking at the questions they ask. The use of the conversational logs and analysis allow Dwr Cymru Welsh Water to better serve both their online and offline customers. The conversation logs also allow the company to make sure that the smartAgent always has up to date information. If you want to have a chat with Ffion, the Dwr Cymru Welsh Water smartAgent, you can click on "Got A Question?" at www.dwrcymru.com - otherwise why not talk to Jean and find out what smartAgent can do for your company. How smartAgent is helping: Automatically answering customer queries without having to phone or e-mail Reducing CRM costs Improving customer satisfaction Providing a constant feedback mechanism for customer wants and needs Providing a mechanism to optimise online and offline content |