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Synthetix successfully launched its third Virtual Agent deployment into the Utilities sector for the organisation delivering water and sewage services within the south east of England, Essex & Suffolk Water.
Visitors to www.eswater.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 Essex & Suffolk Water contact centre and thus saving costs. Additional comments by developer Synthetix: The smartAgent deployment allows the 1.8 million residents of the Essex & Suffolk region to ask natural language questions about their water and sewerage service whilst also navigating them around the website. The smartAgent also has a number a 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 Essex and Suffolk 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. Essex & Suffolk 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 will allow Essex & Suffolk 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. |
I asked a few questions, including "what are your office hours?", "Where is your headquarters?" and the rather desperate "I need a plumber!" unfortunately it couldn't help me with any of those... I didn't think they were too far out of left field when calling a water utility... Obviously the hope is that Synthetix.infowill allow for answers to be added over time, by studying the questions people are asking, but this early iteration wasn't ready for me! Seemed more like a searchable FAQ than anything 'chatty'... Cheers, Tim |
He Tim, Good to have to here! Welcome to the evolution of chatbots. Lots of chatbots have grown from FAQ and getting smarter every day people simply try them. So keep on trying . Check awarded chatbots if you really like to have some nice conversations. Erwin |
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