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Hamburg, Germany, 29th May, 2002. Reifen-Center GmbH has added a new service to its eShop: since the beginning of April, virtual agent "Fritz Felge" has been on duty at www.reifen.com to assist customers and answer their questions about car tires and wheel rims. Providing 24/7 service, because the smart assistant was developed using the novomind IQ™ software from the Hamburg-based software company, novomind AG.
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As the first discount tire warehouse in Germany, Reifen Center GmbH has been offering
high-quality tires, rims and wheels at attractive prices online and in 23 branches
across the country since 1989. The company's April 2002 website relaunch, masterminded
by novomind partner Pelion XII, saw the implementation of virtual assistant
"Fritz Felge" as a key navigation tool online at www.reifen.com. The agent was a
runaway success, as sales figures proved, showing a 30% increase in internet
turnover during the first four weeks, whilst the number of completed transactions
increased by over 40%. "Our website now brings in as much turnover as one of our
national retail outlets", enthuses Thomas Kortmann, executive board member of
Reifen-Center GmbH.
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Virtual assistants as an electronic customer interface
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In a current study, "Technology Compass 2006", the corporate consultants
Mummert + Partner indentify the necessary requirements for developing and
implementing successful eCommerce models. In this context, "natural language
customer interfaces" (avatars, bots) were analyzed in detail as a result of
their growing relevance in today's market. According to Mummert + Partner,
around one billion Euros in negative turnover could have been saved in 2001
through improved online customer care. As well as offering a top quality
products and a competitive price range, internet retail must offer consumers added value. To provide this, new and innovative technologies are needed and companies must invest in peronalized customer care services that directly address consumer needs: soon, 4 out of 5 websites will have integrated this technology, according to research by Mummert + Partner AG.
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Reifen-Center GmbH is one example of a company that has already successfully followed
this strategy, incorporating customer-friendly avatar "Fritz Felge" into its internet
presence. With the help of this technology, customer prioritiesare met – priorities
such as simple online payment processes, access to personal assistance and advice,
rapid retrieval of relevant information and friendly customer service. Over 1,000
concurrent users can be provided with information and advice, and guided interactively
through the website. Users especially appreciate the natural language search
functionality and personalized customer care provided by Fritz Felge.
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About novomind:
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novomind AG was founded in 1999 and is one of the leading providers of intelligent
software solutions that open up new dimensions in internet company-client relationships.
The novomind systems bring the human touch to the internet and allow future-oriented
customer services, increased turnover and cost reduction in the eCommerce sector.
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. The company’s clients
include front runners such as the Bertelsmann publishing group, Gruner +Jahr,
bol.de, the Otto Versand mail order house, health insurance provider BKK Zollern-Alb
and T-Systems.
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