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First virtual army officers on duty online
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Virtual army careers advisers assist visitors to the German army’s careers homepage
Individual online careers advice
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Hamburg, Germany, 09th Juli, 2004 –
Two virtual army officers have just joined the ranks of some 190,000 professional and contract soldiers currently working for the German army. However, Stefanie Fischer and Christian Wagner are not stationed in the army barracks; they are online careers advisers representing the German Ministry of Defense. They host the careers portal, answering user queries and providing information about training opportunities and professional careers with the German armed forces. They were developed and implemented by the internet agency Babiel using novomind technology.
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The virtual agents host online dialogs in everyday language, enabling users to access and receive more personalized careers advice.They provide users with assistance, navigating the site and accessing the information and services users need by analyzing user queries and requests. Stefanie Fischer and Christian Wagner answer questions and help users fill out online information, contact and application forms. Their intelligence stems from the novomind IQ™ software, which analyzes users queries, provides suitable responses and ensures that the relevant website information is displayed.
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If the virtual officers are unable to provide the detailed information a particular user requires, a human army careers representative can be contacted. Currently, the service is only availably by telephone; however, in future, users will no longer have to leave the site and reach for the phone. A second project phase will enable complex, individual questions to be transferred directly via a chat function to human advisers based in the army call center. This is made possible by novomind TrueTALK™, an application that connects users with advisers via the internet. The software solution supports the call center specialists by analyzing user imput and generating suggested realtime responses. These suggested responses and the pre-prepared IQ™ responses enable human advisers to process several concurrent user queries and provide related links to useful information.
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The novomind IQ Analyzer™ application provides ongoing quality assurance online. The application acts as a real-life superior officer – assessesing the two virtual army representatives by analyzing the webpages visited and information requested during online dialogs to enable targeted improvements and modifications to be made as required.
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The novomind IQ Analyzer™ application provides ongoing quality assurance online. The application acts as a real-life superior officer assessesing the two virtual army representatives by analyzing the webpages visited and information requested during online dialogs to enable targeted improvements and modifications to be made as required.
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novomind AG provides software for the customer communications sector, enabling optimized processes and lower costs. The solution focuses on future-oriented service, efficient and personalized communication and higher-performance administration. The self-service solutions provide e-mail management, real time communication and automated customer services via virtual assistants known as novomind IQ agents™. 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.
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Babiel GmbH, with branch offices in Düsseldorf and Berlin, Germany, is a systems integrator specializing in planning, realizing and operating comprehensive software solutions. The company focuses on internet-based solutions, in particular Enterprise Content Management and portal solutions, form servers, security architecture (including signatures) and docuemtn and knowledge management. This has enabled Babiel to carry out a number of complex public sector projects in recent years. High-profile clients include the German armed forces, as well as the the German federal parliament and federal assembly, the Federal Ministry of Transport, the Federal Ministry of Economic Cooperation and Development, and the state of North Rhine-Wesphalia and its departments of justice and finance, as well as organizations and institutions such as the Nuremberg Clinic, the Federal Agency for Technical Aid, the German international famine relief organization and Lycos Europe.
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