|
|
|
|
|
|
|
Virtual librarian in the Hamburg State Library
|
Stella advises visitors to the Hamburg State Library
Adviser can carry out up to 800 dialogs a day, all day and every day
|
|
|
|
Hamburg, Germany, December 10th, 2004 –
Many students dread searching for materials in the university library. Selected keywords fail to generate results and the catalog search is complex and confusing. To make life easier for its students, Hamburg’s State and University Library has provided an online adviser to assist users: Stella. The digital site librarian supports users searching for literature, informs them of available materials and helps them navigate the site and the archive. The intelligence behind the wraith-like assistant, who is able to communicate with visitors in everyday language, was provided by kiwi interaktive medien, using technology developed by the Hamburg-based software provider, novomind AG.
|
|
|
|
Stella is slim, with shoulder-length white hair and a constant smile. "Hello! My name’s Stella," she greets the user. If the visitor provides his or her name, Stella starts the personalized dialog. The constantly even-tempered assistant has an answer to almost any question – 24 hours a day, seven days a week and all year round. And she can react to input with ten facial expressions, ranging from delighted to confused.
|
|
|
|
By implementing Stella, the Hamburg State Library is aiming to provide users with a wide range of information before visiting the library. Stella shows users what is on offer and offers targeted tips on how best to use the resources available. The first weeks were a great success. Users remain on the site for longer and enjoy chatting with Stella. The State Library recoded up to 800 dialogs a day. 84 percent of user questions were library-related.
|
|
|
|
The advantage of virtual assistants: homepage visitors can chat with them in everyday language. The novomind IQTM technology – the agent’s virtual "brain" – evaluates the dialog partner’s input. If a specific match is found, the virtual assistant replies to the question or asks for more information. The user is never left in the dark and a dialog is maintained at all times. However, the virtual agent blocks inappropriate comments, trying instead to guide the conversation back to the original topic. If the user says "Take your clothes off!", Stella responds with: "I’m flattered that you’re interested in my body. Are you studying anatomy? Would you like me to tell you where you can find medical resources?".
|
|
|
|
novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and 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.
|
|
|
|
|
|
