Web flirt: how virtual assistants cope with inappropriate questions
Instead of asking relevant questions, internet users often start out with inappropriate remarks
Assistants respond with wit and charm to get back to business
Let’s just be friends
"I love you!" the internet user sighs. But Alberta is having none of it: "I’m going to have to disappoint you," responds www.bkkgesundheit.de’s virtual assistant. "Because I’m not leaving my server and you’re not joining me here." But there is still hope: "We’re having such a great conversation – why don’t you ask me another question. Or maybe I can show you around the site?" Internet assistants, known as agents, are on the way up. They can carry out thousands of concurrent conversations, know how to deal with come-ons and re-direct the conversation back to more suitable topics. Successfully: according to experts from novomind AG, about 90 percent of conversations with virtual assistants start off with general topics and then develop into sales-relevant dialogs.
Users often start with inappropriate input rather than professional questions
The internet users are human beings, made of flesh and blood. The female assistants are artificial, virtual beings. Their job is to provide company information, efficiently and in everyday language, as well as offer users advice and boost online sales quotas. However, their creators are faced with a side effect they had not counted on: more and more internet users are testing the intellectual capacities of the artificial ladies by entering inappropriate input.
Too much online flirting, not enough online banking
novomind AG, responsible for creating the brains of the virtual experts, has identified a growing interest in online assistants. At the same time, however, the number of attempts to shock the agents with inappropriate questions is also on the increase. But experience has shown that in the majority of cases, virtual agents are able intervene with wit and charm to steer conversations back on course. Hamburg University Library’s representative Stella counters an undesirable question with the response: "How nice that you’re interested in my body. Are you studying medical anatomy? Would you like me to show you where to find more documents on the subject?"
Knowledge database in the artificial brain
From a technical perspective, all artificial assistants are brought to life in the same way. novomind experts feed all relevant company information, product descriptions, special offers and specialist data into a knowledge database. Real people accompany the virtual assistant during her first two weeks at work. Practice tests indicate which areas require additional agent knowledge.
Virtual advisers are more cost-efficient than a call center
"Virtual beings have come into their own. The represent a solution that is of real use in the business world," comments novomind’s CEO, Peter Samuelsen, describing the success of online web-agents. Virtual assistants cost just 50 cents to one euro per instance, compared to many times this figure for requests processed by a call center.
Even under stress, the ladies never lose their cool
Stella and her colleagues are committed employees. They deal with up to 30,000 customer conversations each month and can cope with up to 100 concurrent dialogs at peak times. And they are able to identify the 30 percent of users who want discuss relationships or other personal matters. They are also able to respond appropriately to threats or major insults and terminate the conversation.
Nonsensical input is identified immediately
However, if the customer enters nonsensical input, the agents counter with a friendly comment. With just a hint of irony, the charming assistants get the dialog back on track: "You’re testing me, right? I’m able to tell the difference between a serious conversation and total rubbish, you know!" And all but the most stubborn users respond by entering company-related questions.
High customer satisfaction
A good 40 percent of online shoppers would like to have access to virtual assistants to help them buy online. Obviously because the artificial beings are trained to deal with specialist topics and are always willing to talk. Alberta, BKK Gesundheit’s virtual assistant, is able to answer queries satisfactorily in eight out of ten dialogs.
novomind: software solutions for professional customer communication
systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.