novomind TrueTALK™ – Case Studies

Branche: eGovernment

www.deutsche-rentenversicherung-bund.de

The German Federal Insurance Institution For Employees
(DRV Bund) is implementing online assistance: the novomind TrueTALK™ system enabling interactive realtime communication online will be integrated to provide ongoing support to up to 30 DRV Bund employees – and enable standard requests to be dealt with quicker and more effectively. The system knowledgebase will be optimized and improved continually based on dialogs between employees and customers.

Sector: Financial services

www.bkkgesundheit.de

By complementing virtual novomind IQ™ agent "Alberta” at www.bkk-gesundheit.de with novomind TrueTALK™ technology, BKK Gesundheit became the first health insurance provider to offer customers 100% service online.

Sector: E-government

www.die-gesundheitsreform.de

Virtual novomind IQ™ agent "Clara" is online at www.die-gesundheitsreform.de to provide German citizens with answers to their questions about new regulations following the recent health reforms in Germany. Complex individual questions which she is unable to answer are transferred directly to the "Bürgertelefon" call center via TrueTalk™, enabling users to continue their conversations without changing communication channel.

Sector: Retail

www.reifen.com

Reifen-Center GmbH is Germany’s leading discount tire warehouse, with 23 retail outlets nationwide. Its online shop
at www.reifen.com is hosted by novomind IQ™ adviser "Fritz Felge". More complex queries are dealt with simply and
rapidly by call center-based Live Operators using novomind TrueTALK™.

"Our website now brings in as much turnover as one of our national retail outlets."

Thomas Kortmann, Executive Board Member, Reifen Center GmbH, Hanover.