NEXT IT-DESIGNED VIRTUAL EXPERT TURNS ONE
"Alex" of Continental Airlines is busier than ever
SPOKANE, WA. (July 28, 2010) — Next IT is celebrating the birthday of one of its Virtual Expert superstars—Alex, of Continental Airlines, has just celebrated her first birthday. For a one-year-old, Alex is incredibly adept in her role as a virtual Continental customer-service representative. She spent her first year as a Virtual Expert answering questions about flight schedules, carry-on limits, seat requests and all things airlines.
Her astute abilities may be due to her good genes. Designed by Spokane, WA software technology firm Next IT, Alex is a "Virtual Expert" who lives on Continental’s website. She was created to quickly put Continental customers in touch with the information they’re looking for. With language-recognition and context-awareness technologies, she’s able to interact with customers much like a human would, understanding the true intent of questions people ask using their own everyday language.
Alex’s performance has been impressive. Once a customer asks Alex a question, she responds both in writing and audibly while navigating the customer to the web page which is most pertinent to the conversation. While helping Continental customers, Alex has created a unique, intuitive and satisfying customer experience.
As her first birthday approaches, Alex is coming very close to answering 9.5 million questions. Her busiest day, to date, was February 26, 2010, when she was asked an incredible 100,692 questions by customers.
About Next IT Corporation
Next IT is at the forefront of the design and implementation of natural language, self-service Virtual Experts for businesses and organizations. Next IT’s Human Emulation Software™, ActiveAgent™, creates Virtual Experts that are redefining the communication between people and technology. ActiveAgent’s conversational interface accurately understands user intent to interpret every day questions and deliver the right answer regardless of the question, language or channel used. Customers such as Alaska Air (www.alaskaair.com), Aetna, AT&T, BECU (www.BECU.org), U.S. Army (www.goarmy.com), Continental Airlines (www.continental.com), Merrill Lynch, TD Ameritrade, and Shaw Communications (www.shaw.ca) have implemented ActiveAgent to improve the user experience with their existing knowledge, tools and applications to allow unstructured conversations across all customer touch points. For more information on Next IT, please email info@nextit.com or visit www.NextIT.com.
Press Contact:
Jennifer Snell
Next IT Corporation
509.242.0776
marketing@nextit.com
Back to News