Insurer Centraal Beheer, a forerunner in the use of novelties in its sector, will release a chatbot under the name CeeBee in six to eight weeks, which works on the basis of artificial intelligence.
The bot can handle natural language, both listening and in the responses that CeeBee gives. The icon of the bot itself looks like a moving emoji whose face can represent simple emotions. That message Emerce following a presentation by Annemieke Bakker of Centraal Beheer yesterday on Digital Marketing Live!.
The chatbot is one of one range of online channels that Centraal Beheer uses for customer contact. There has been a chatbot for years, people work with WhatsApp, but since last year also with voicebot Google Assistant. They all fit within the omnichannel approach to customer contact.
Since the deployment of the live chat channel, the insurer has gone from two to an email team. During their heyday, they processed ten thousand e-mails a day. That 'cut away' team now mans the service desk behind the live chat. In the course of 2019, Centraal Beheer will also have its own voice on Google Assistant. 'Voice branding' is used as a replacement for Google's standard voice. In addition, people are switching from the basic version of Dialogflow to the Enterprise version. (Emerce)
Also interesting
-
In January 2022, Jasper Klootwijk, Peter-Harm Schalk and Tom van de Wal will start…
-
Which applications need further development before they can be used successfully and on a large scale?
-
The use of data for AI is subject to new rules. That is most likely…