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| BT launch 'Ask Emma' |
Emma, BT's Virtual Assistant, hit the 96% match and 4% safety net target just 10 weeks after release.
BT reported their call centre volumes were reduced by 700,000 on an annual basis after the launch of Ask Emma.
Emma clearly demonstrates the conversational capabilities of our Virtual Assistants. She is able to ask for additional information from the user in order to drill down into a more specific answer, holding the context of the conversation just like humans do. For example, tell Emma there is a ‘problem with my line’ and she will then ask you a series of questions in order to provide you with the answer to your problem.
Emma also has the ability to provide a step by step guide to help users fix minor repairs. |
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