BBVA launches Virtual Chat Agent Solution
07/12/2010

Artificial Solutions, the leader company on Customer Service Optimization (CSO), announced today that BBVA's Innovation Department in Spain has launched a Virtual Chat Agent solution for their new Intranet.

Online PR News – 12-July-2010 – – The Virtual Chat Agent (VCA) "Nathalie", developed and implemented by Artificial Solutions, is part of the Innovation Department's project to promote themselves internally amongst the BBVA staff. The project will also be evaluated in terms of the potential this type of technology has for clients as well as for employees. "Nathalie" is launched together with the new Intranet and will offer the 112.000 employees interactive help from the start.

Her job is to answer staff members' questions regarding ongoing activities and projects, technology and general information about the department. "Nathalie's" knowledge will keep on growing following the activity of the Innovation Department and depending on the employees' need for more information. This is part of the ongoing maintenance of any VCA project implemented by Artificial Solutions.

"Implementing "Nathalie" on our Intranet is a great way to promote the use of our internal web as well as to test such a powerful technology and evaluate its potential for BBVA’s clients and employees. We are very excited about her and also highly satisfied with the work of Artificial Solutions", says Beatriz Lara, Innovation Director, BBVA.

BBVA bank enjoys a solid leadership position in the Spanish market and around the world, employing 112,000 people in more than 30 countries. Inside the BBVA group in Spain, Innovation is the Technology and Operations' department that evaluates, decides and incorporates the technologies and solutions that can give clear value to the bank, differentiating themselves in the market by building a sustainable competitive advantage.

"We are very pleased that BBVA has selected Artificial Solutions as partner for their new Virtual Chat Agent project. This project shows the great versatility of Customer Service Optimization (CSO) and how one can adapt the solution both for internal and external use", says Lawrence Flynn, CEO, Artificial Solutions.

About Artificial Solutions:

Artificial Solutions helps clients to provide better customer service at lower cost. We do this by implementing our Customer Service Optimization solution (CSO), consisting of a mix of technology, content, expertise and methodology. CSO makes it possible for our clients to offer the best combination of digital (automatic) and analogue (manual) service in the best service channel for each customer situation.

Typical results of a CSO project are drastically lower cost and improved quality of customer service through faster response times, better use of the service agents and more uniform service. The knowledge is constantly improved and the solution provides the ability to do business intelligence on all log files in order to further enhance services. An improved CSO also leads to an easier integration with other applications like CRM.

The company has been international from its start in 2001 and has now 100 employees representing 30 nationalities in offices in Amsterdam, Barcelona, Copenhagen, Hamburg, Ljubljana, Madrid, Milan, Paris, and Stockholm.

In 2007 Artificial Solutions was named by Market500.eu as one of the fastest growing and most promising companies in Europe.

Artificial Solutions has implemented Customer Service Optimization projects for the public and private sectors in more than 20 countries in 23 different languages. Among the clients are: IKEA, The Slovenian Tax Authority, Tele2, Telenor, Scandinavian Airlines, 1881, The Swedish National Social Insurance Agency, Banca Sella, WeBank and MÁSmovil.