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Virtual agents / Chatbots
in United Kingdom

List of all chatbots (virtual assistants, chat bot, conversational agents, virtual agents) in the World - Telecoms & utilities - United Kingdom - Connectivity (internet, landlines, mobile phone, wireless) and natural resources delivered to the home (water, electricity & gas)

Simon a chatbot / virtual agent representing Northumbrian Water

       by Synthetix since Jun 2009 in English, Web, Branded conversations, Customer service, Telecoms & utilities, Text recognition, Picture, Commercial
chatbot, chatterbot, conversational agent, virtual agent Simon Synthetix successfully launched its second Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within the north east of England, Northumbrian Water.

Visitors to www.nwl.co.uk can click on "Ask us" and are greeted by one of several smartAgents (selected at random) who are 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 Northumbrian Water contact centre and thus saving costs.

Laura a chatbot / virtual assistant representing T-Mobile

       by unknown since Feb 2009 in English, Web, Branded conversations, Customer service, Telecoms & utilities, Text recognition, Picture, Commercial
chatbot, chatterbot, conversational agent, virtual agent Laura Ask Laura

Need help with your phone settings?

Fancy finding out more about your mobile?

Our virtual assistant can help.

Lynn a chatbot / virtual agent representing Wessex Water

       by Synthetix since Nov 2008 in English, Web, Branded conversations, Customer service, Telecoms & utilities, Text recognition, Picture, Commercial
chatbot, chatterbot, conversational agent, virtual agent Lynn Synthetix successfully launched what is believed to be the first Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within South West England, Wessex Water.

Visitors to www.wessexwater.co.uk can click on "Got a question?" and are greeted by smartAgent Lynn 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 Wessex Water contact centre and thus saving costs.

Lucy a chatbot / virtual assistant representing O2

       by Creative Virtual since Sep 2008 in English, Web, Branded conversations, Customer service, Facial expressions, Telecoms & utilities, Text recognition, Animated avatar, Commercial
chatbot, chatterbot, conversational agent, virtual agent Lucy O2’s Lucy, created in 3D for great reality, is an example of an avatar which displays a number of ‘emotions’ depending on the conversation taking place at the time. This V-Person™ can field questions for all parts of the O2 website including Pay Monthly, Pay & Go, Home Broadband and Mobile Broadband. In January 2010 Lucy answered her one millionth question on the web!

Lucy has been integrated with Live Chat from LivePerson to allow for a seamless user experience. The video below shows a brief demonstration of the handover from the Virtual Assistant to Live Chat.

ProtectedExpired Emma a chatbot / virtual assistant representing BT

       by Creative Virtual since May 2006 until Sep 2010 in English, Web, Branded conversations, Customer service, Sales, Telecoms & utilities, Text recognition, Avatar, Commercial
chatbot, chatterbot, conversational agent, virtual agent Emma Léa répond aux questions des clients de MMA.

Jane a chatbot / virtual assistant representing United Utilities

       by Transversal since Sep 2005 in English, Web, Branded conversations, Customer service, Telecoms & utilities, Text recognition, Avatar, Commercial
chatbot, chatterbot, conversational agent, virtual agent Jane Ask Jane is the United Utilities virtual assistant that answers questions about Billings and Payments, Moving Home, Electricity, Water and Water Meters. It uses natural language processing, rather than keyword matching, to understand the context of the customer query. Ask Jane also suggests a train of thought by presenting a list of related content to help the customer build their knowledge around the subject matter. This helps to improve the customer experience and reduces the need to phone for further information.
The most important aspect of Ask Jane is its ease of use for both the customer and United Utilities. The customer is free to ask a question without needing to know industry-specific terms, and United Utilities have a simple interface to enter content and monitor usage. The whole process of matching the question to the content is automatic; Transversal's Metafaq even helps identify the knowledge gaps so new content can be quickly added to respond to new types of customer questions.

Katie a chatbot / virtual agent representing ScottishPower

       by Transversal since Jun 2005 in English, Web, Branded conversations, Customer service, Telecoms & utilities, Text recognition, Avatar, Commercial
chatbot, chatterbot, conversational agent, virtual agent Katie Increasing the number of its 5.2 million UK customers that manage their gas and electricity accounts online is a key part of ScottishPower's business strategy. Ensuring that customers receive rapid responses to their online account queries is critical to this aim. Ask Katie answers customer questions automatically online, significantly enhancing customer service and encouraging consumers to adopt more online services such as meter reading and billing.
By investigating the type and number of questions asked on its site, ScottishPower has been able to ensure that the right information is immediately available to its customers - without needing to invest in costly market research. For example, after seeing a growing number of queries on energy efficiency, this information was made more visible on the new website.
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