The UK National Lottery Adopts Virtual Service Rep from NativeMinds
Camelot, operator of the UK National Lottery, has introduced a NativeMinds virtual rep
San Francisco, CA - 2003-07-21 - Camelot, operator of the UK National Lottery, has introduced a NativeMinds virtual rep in the likeness of the UK lottery draw presenter, Gigi Morley, to provide 24- hour customer support for visitors to the National Lottery Web site at www.national-lottery.co.uk. Virtual reps, or vReps(vRepsTM), are automated service agents that improve consumer relations and decrease call center costs by immediately answering questions on the Web. vRep "Gigi" joins a growing roster of Web site personalities such as "Hank" at Coca-Cola Co., "Kate" at Ford Motor Co. and "Lisa" at Pepsi-Cola.
Approximately 70% of the adult UK population play at least one National Lottery game on a regular basis. Now, these consumers can converse with vRep "Gigi," anytime - day or night - to find out information about all aspects of The National Lottery including games, winners and good cause beneficiaries.
"Camelot is committed to offering players a high level of customer service," said Richard Hurd-Wood, director of interactive at Camelot Group plc. "Introducing a vRep to the National Lottery site has enabled us to extend this service to the Internet and ensure queries are dealt with effectively in the shortest time possible. The system offers valuable support to our Interactive Customer Care team, answering the more straightforward questions and enabling advisors to focus on dealing with the more complex queries."
Camelot introduced the service when the National Lottery Web site became transactional for the first time this year with the launch of Instant Win Games on the Internet. Developed in close collaboration with the team at Camelot, "Gigi" is the first point of contact for users of the site that may need help or information about the lottery. She is able to guide players through the required registration process and help answer any queries about the transactional site.
Unlike self-service solutions that sometimes leave Web site visitors feeling stranded, if "Gigi" is unable to answer a question, she can provide contact details to Camelot's dedicated Interactive Customer Care center where a team of advisors is on hand to help with any queries. A transcript of the conversation between "Gigi" and the site visitor is then sent to the advisor so they are able to immediately pick up where the vRep left off and quickly resolve the inquiry.
"vReps give direct answers that make it easier for Web site visitors to immediately find the information they need," said Aaron Rosenbaum, vice president of marketing and products for NativeMinds." Additionally, the conversational nature of vReps enhances a company's ability to cultivate customer relationships online, not just to answer their questions and facilitate sales."
About Camelot
• Camelot Group plc is operator of The National Lottery and is committed to maximizing returns to the Good Causes in a socially responsible way. Since 1994, Camelot has raised £12.9 billion for Good Causes, funding over 139,000 projects across the UK.
• Camelot embarked on the first stage of its interactive strategy in February 2003 with the launch of Instant Win Games on the National Lottery Web site (www.national-lottery.co.uk). Camelot will launch Lotto on the Internet by the end of 2003.
• Gigi Morley is the National Lottery draw presenter and co-hosts The National Lottery draws on BBC1 twice a week.
• For further information please call the Camelot Press Office on (0044) 01923 425456 or visit www.camelotgroup.co.uk.
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
Deb Hochheiser
NativeMinds Inc.
(415) 778 3274
dhochheiser@nativeminds.com
Jody Ferrara
A&R Partners
(650) 762 2844
jferrara@arpartners.com
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