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Shop on-line now at derclub.de with your own personal guide
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Hamburg, Germany, 7th May, 2001. She is young, attractive and on duty twenty-four hours a day to answer customer queries about the products on offer at derclub.de. Despite the high rate of user traffic, she is always there to provide a friendly response and a wide range of efficient services.
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derclub.de's new employee answers to the name of Pia (Personal Internet Assistant) and is a virtual
IPI Agent™ (Interactive Personable Intelligent Agent™). She was created using novomind IQ™, developed
by the novomind AG software company, based in Hamburg, Germany. Graphic designers are able to define
IPI agents' graphics individually, whether as a human character or a fictional being – depending on
the client's specifications. What is more, using the so-called Cartridge Technology, virtual shop
assistants can be integrated seamlessly into existing eCommerce applications.
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Pia has been launched as a virtual customer adviser on the busy www.derclub.de website, run by the
Bertelsmann Club, whose 4.5 million members in Germany alone make it one of the largest media clubs
in the world. She answers search queries in real time and provides assistance for customers wishing
to order books and other media products. But she can also provide expert advice in other departments
of the wide product range on offer. Maja Fröhner, Bertelsmann Club's Head of eCommerce comments:
"We're moving with the times to offer our customers optimum service: the virtual agent was introduced
during the website relaunch to reinforce our new, innovative and progressive image."
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But derclub.de is taking another major step. To facilitate the registration process for new customers
as far as possible, the book club has also implemented the novomind TrueTALK™ software solution.
With just one click of the mouse,TrueTALK™ enables customers to select a call center, without having
to change communication channels, and communicate with human advisers via a live chat. The aim is to
reduce the number of incompleted complex interactions, such as the initial registration process,
thereby providing 100 percent customer service.
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About the company:
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novomind Inc. was founded in 1999 and is one of the leading providers of
intelligent software solutions that open up new dimensions in internet
company-client relations and allow companies to increase turnover and cut
costs.The novomind systems bring the human touch to the internet and allow
future-oriented customer services to be integrated into eCommerce.The
novomind IQ™ standard software enables virtual web agents to be developed to
guide the user interactively through internet events, provide him or her
with personalized advice and create intelligent user profiles. novomind
TrueTALK™ enables users to be connected to a Live Operator based in a call
center. There are currently over 40 employees working for novomind Inc. The
company’s clients include well-known concerns such as Bertelsmann
(bol.de/bol.uk), Gruner +Jahr, Otto and the Heinrich Bauer Verlag publishing
house.
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Press contact:
Going Public GmbH
Martina Ladewig, Maren Wittern
Burchardstrasse 17
20095 Hamburg – Germany
phone +49.40.20 00 05-25
fax +49.40.20 00 05-55
email info@goinggroup.de
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