NativeMinds Launches Automated Customer Service Representative for Leading UK Health Insurer WPA
UK Insurance Company Standardizes on vRep Technology to Enhance Online Customer Experience
San Francisco, CA - 2001-01-23 - NativeMinds Inc., the leading provider of software and services to create automated natural-language customer service and sales representatives for the Web, today announced that Western Provident Association (WPA), is launching a virtual representative, or vRepTM, for its Web site using NativeMinds NeuroServer technology. As a leading non-profit health insurer in Britain, WPA (http://www.wpa.org.uk) is focused on meeting its customers' needs and the virtual representative is providing customers with a convenient and easy method by which to administer their health insurance accounts online. WPA has created a vRep named Julian to humanize online service and automatically answer customers' most frequently asked questions, 24 hours a day, seven days a week.
vReps are automated online personalities that emulate the best in human customer service via two-way natural language conversation at a fraction of the cost of traditional channels such as phone or email. vReps allow customers to ask questions using plain English and receive instant responses via natural language text, search engines, Web pages and other corporate data sources. WPA employs its vRep, Julian, not only to guide online visitors through the Web site but also to provide a more personalized experience: Julian recognizes customers by their logon IDs and passwords, and through integration with the personalization software WPA uses. Julian's character is an illustration based on the image of WPA's chief executive officer, Julian Stainton, a well-known figure in the health insurance world.
Before deciding to purchase NativeMinds' software, WPA evaluated several competing products. WPA's primary goal was to simplify and automate its Web site. WPA ultimately selected NativeMinds' NeuroServer solution because it has an open architecture that easily integrates with WPA's current systems as well as leverages existing business rules. NativeMinds is integrated with WPA's Allaire Spectra content management system.
"When evaluating the different natural language solutions in the market, we found that NativeMinds offered the most comprehensive set of features," said Adrian Hodgkinson, eCommerce manager for WPA. "Julian not only serves as WPA's first line of customer service by answering frequently asked questions with personalized, natural language responses, but he is also able to access account information to help online visitors. Since his introduction on the site, we have seen a shift in the rate with which people pick up the phone to get account information. More people are turning to Julian for assistance, and we are increasing his knowledge base to provide even more value to our customers."
"As the Internet becomes the standard communications tool in today's business world, more companies are adopting technologies that not only improve and streamline operations, but also enhance the customer experience on the Web," said Walter Tackett, co-founder and chief executive officer for NativeMinds. "Virtual representatives help consumers with site navigation and provide a unique and personalized Web experience that emulates the best in human customer service."
About NativeMinds
NativeMinds enhances service and sales for e-businesses with its virtual online customer service agents-vReps. Using natural language responses to frequently asked product, service or user account questions, vReps reduce call center costs, increase online sales, and improve customer loyalty. Leading customers of NativeMinds' vRep solutions include Oracle, Convergys, One 2 One, Axcess.com, Misys and GlaxoSmithKline. NativeMinds is a privately held corporation based in San Francisco. For more information, visit www.nativeminds.com.
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