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novomind enables companies to offer 100% internet customer support
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For the first time, new software makes it possible to set up a direct link between virtual web agents and a Live Operator
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The Geldidee magazine is the first to introduce the new TrueTALK™ software
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Hamburg, 24th January, 2001.
The Hamburg-based company novomind AG has developed an innovative
software package enabling 100% internet customer support. For the
first time, virtual web agents (avatars) are able, when necessary,
to pass customer requests on to a Live Operator based in a call
center. "This cooperation makes it possible for all queries to be
answered satisfactorily", according to Marco Busacker, novomind
AG's executive officer. "The web agent deals with routine work,
whereas the human agent intervenes when questions become too specific."
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Virtual web agents are the figurehead of new client systems known
as Electronic Customer Relationship Management (eCRM) systems that
are currently causing a sensation in the internet sector. But they
are not yet able to respond to all customer queries. Marco Busacker
adds: "Our novomind IQ™ proves that web agents are able to
answer up to 80 percent of all queries. Even compared to international
standards, that's an impressive figure. But for the time being, to
reach 100 percent, we still need other solutions."
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novomind AG has found and developed a solution that is ready to
be installed: the software solution has been launched on the market
as novomind TrueTALK™. This offers communication solutions
whose capacities far exceed those offered by conventional dialog
tools such as e-mail or FAQs.
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Example: 50 to 80 percent of customer queries can be answered in
the First Level Support using the novomind IQ™ software. After
a personalized greeting, the IPI-Agents™ (Interactive Personable
Intelligent Agents), whose features can be individually designed,
show the internet user the products offered by the eCommerce provider
in question and answer individual questions interactively and in
real time dialog. Like, for example, Nomi, the virtual customer
adviser, who can provide more... than
1000 concurrent eCommerce customers with the information they need,
help them through the navigation process and offer them advice.
The more... input she receives, the more...
individual her answers become. The IPI-Agent is able to recognize
customers who return to the site and use using cross-selling and
up-selling functions to address their specific needs.
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Even the best web agent cannot always provide an answer to all questions.
If Nomi is lost for words, it is no longer necessary to reach for
the telephone. With one click of a Hot Button on the website, a
link is set up connecting users to a human operator – without having
to change communication channels. The TrueTALK™ software solution
that sets up the user-operator interface can deal with up to four
customers at a time and display specific information via push pages
on the user's computer screen. TrueTALK™ enables all customer
and call center staff interactions to be saved, so that the operator
can access questions already asked by the customer and identify
his or her preferences and interests.
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TrueTALK™ can also be installed as an independent solution.
The Geldidee magazine, published by the Bauer Group, has recently
installed the new software on its www.geldidee.de
homepage to direct queries about magazine subscriptions to the call
center. "This allows us to offer our customers another information
channel enabling an individual real time dialog to be set up, "
says Jürgen Scherpf, Marketing Manager at Geldidee On-line.
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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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