By Chris Ezekiel, Founder & CEO
Smart Help is all about providing consistent and accurate information to your customers regardless of what channel they use to contact you, and natural language virtual agents are a great way to reach that goal. Recently I had the pleasure of being joined by Kathryn Daniels from National Rail Enquiries, Alison Chapman from Motability Operations, and Maria Ward from our partner company The Virtual Zone for a live webinar showcasing real Smart Help solutions. Both NRE and Motability Operations have been using our technology since 2007 as part of their overall customer support strategies with great success. During this webinar they highlighted very different ways in which conversational Smart Help solutions can be used for customer service.
Kathryn shared some background on NRE’s Ask Lisa and discussed the benefits of deploying a natural language virtual assistant over the traditional FAQ system they initially sought to implement. Maria followed with a live demonstration of Ask Lisa on the NRE website, including the new integration with train company information. She explained how the Facebook version of Ask Lisa not only provides 24/7 support but also allows users to like, share, and comment on the information Lisa provides.
During the second half of the webinar, Alison switched the focus to using this same technology internally for knowledge management and support of advisors within the contact centre. She gave insight into how implementing Ask Mo has allowed Motability to abolish an IVR and specialised teams and instead have a flexible customer contact centre who can now deal with over 90% of queries at first contact.
The event ended with a Q&A session during which we answered attendee questions covering topics including the time involved in keeping a virtual assistant knowledgebase up-to-date, ways to promote the use of a virtual agent in the contact centre, and the technology’s capabilities for supporting multiple languages.
My thanks to Kathryn, Alison and Maria for sharing their expertise and demonstrating the power of public facing and internal Smart Help solutions. If you missed the live event, the recording is available to view on-demand.