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Chatbots by Next IT

chatbot, chatterbot, conversational agent, virtual agent Emily Launched in October 2012, "Ask Emily" is an Intelligent Virtual Assistant created by Next IT for financial-services provider SWBC. As one of its many services to lenders, SWBC ensures that items paid for with a loan are properly insured. If a lack of coverage is detected, SWBC contacts the borrower in a lender-branded letter, presenting options for rectifying the problem.

Prior to the introduction of “Ask Emily,” borrowers were directed to either a call center or a conventional website. With their new IVA, SWBC gives lenders a competitive advantage by allowing borrowers to resolve their insurance issues on their own time, 24/7, using natural-language conversation. Emily answers any insurance-related questions borrowers may have, allowing them to quickly return their loans to good standing and helping them maintain a positive relationship with the lending institution.

Julie a chatbot / virtual assistant representing Amtrak

chatbot, chatterbot, conversational agent, virtual agent Julie Amtrak customers have an additional resource for information with the launch of the new intelligent virtual online assistant, “Ask Julie,” on “Ask Julie” provides answers to customer questions, all in her own voice and personality.

Protected Kate a chatbot representing AT&T BusinessDirect

chatbot, chatterbot, conversational agent, virtual agent Kate Customers visiting the AT&T BusinessDirect Portfolio will be able to click one of the "Ask Kate" icons, appearing in various places throughout the website, and open a chat window to enter their question, just as if they were chatting with an agent. Kate provides a friendly, immediate written and spoken response, creating a personal and interactive experience. From deals on devices, to finding applicable discounts and getting answers to questions about service contracts, Kate can provide the same high-touch service available from call-center representatives.

For example, when a customer needs help upgrading their device, Kate will guide them through the selection process, making the buying experience personal and easy.

The technology behind Kate provides a conversational interface that goes beyond the traditional natural language processing employed by most avatars and virtual agents. Kate has the ability to understand the intent of phrases and the context in which questions are asked, guiding customers to information and offers relevant to them. She's even able to navigate users to the most helpful web pages and provide additional links to related information. For difficult questions, Kate will ask clarifying questions to help locate answers quickly.

The business-savvy virtual agent is integrated with the other real-time support options. If a customer needs to speak to an agent, the agent has access to the chat with Kate, eliminating the need for the customer to re-explain the query. Not only is Kate able to interact with customers on a variety of subjects; she also has her own opinions — including plans on how she will spend her retirement.
chatbot, chatterbot, conversational agent, virtual agent BECU 'Ask BECU' is a non avatar-based Intelligent Virtual Assistant available to assist members externally and employees, internally. BECU also added 'Access Assistant' to 'Ask BECU', helping members access their account
chatbot, chatterbot, conversational agent, virtual agent Ann Ann, the virtual assistant of Aetna, the US health care company, offers 24-hour support for members who are new to the website or need help logging in. Members receive the same responsive service from Ann that they receive when calling customer service, but without leaving the website. Ann is interactive and easily interprets members' questions, helping them with the registration process or with recovering forgotten user names or passwords.

Amy a chatbot / virtual agent representing Shaw

chatbot, chatterbot, conversational agent, virtual agent Amy Shaw Communications introduced Ask Amy, to the world in December 2009 and she is doing a fantastic job. You can ask her how much it costs to call Ireland with your digital plan, what is on TV tonight, or even what bundle is best for you and she will immediately answer your question in a pleasant and helpful way. ("Amy" also has a great personality so feel free to ask her about her favorite movie or vacation!) In addition, Next IT and Shaw implemented an internal "Super Amy" who has been supporting over 5,000 Shaw contact center agents for eight months, improving operational efficiency while providing a better customer experience.

Alex a chatbot / virtual assistant representing United Airlines

chatbot, chatterbot, conversational agent, virtual agent Alex United Airlines' Virtual Expert 'Alex' provides the world's largest airline with a positive, controlled, and dynamic customer experience. Alex originated on and migrated to after the merger in 2011. Alex currently answers over 75,000 questions per day. Alex is also proving to be an invaluable tool for reservation agents, who are using Alex to answer customer questions quickly and consistently.
chatbot, chatterbot, conversational agent, virtual agent Ask Merrill As an internal workhorse, Ask Merrill successfully addresses over 400 applications, 3,000 products and 170 product groups supporting over 25,000 employees and 5+ million client accounts.

Ask Merrill has over 10,000 unique units of language in production. This model scales to millions of possible user input permeations.

Jenn a chatbot / virtual assistant representing Alaska Airlines

chatbot, chatterbot, conversational agent, virtual agent Jenn Since being introduced to the world by Alaska Airlines on February 7, 2008, Jenn has successfully answered over 28 million questions and garnered over $1M in media impressions.

Spike a chatbot / virtual assistant representing Gonzaga University

chatbot, chatterbot, conversational agent, virtual agent Spike Since bringing Spike to life online, financial gifts have increased 90% to Gonzaga University and individual online giving is up 50%. Spike helps both current and prospective students and families connect with Gonzaga by answering their questions with unrivalled accuracy. Visit Spike at http//

"We wanted to bring interaction and dialogue to Gonzaga's website. Next IT provided the miracle we needed." -- Joe Poss, Director of Development, Gonzaga University
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