SGT STAR helps potential recruits
learn about Army life
Prior to SGT STAR, the average user interaction time was 4 minutes; today the average conversation is 10.4 minutes
SGT STAR has answered over 11 million questions to date
Only 3% of questions asked to SGT STAR resulted in a live chat session
SGT STAR has an over 94% accuracy rate of answering all questions asked
280% improvement in session quality compared to previous website
The first IVA in the industry to answer questions on Facebook
The first IVA to answer questions by voice or text on mobile devices
Customer profile
The U.S. Army is made up of the best-trained, most dedicated, most respected soldiers in the world—protecting America's freedoms at home and abroad, securing our homeland and defending democracy worldwide.
Customer challenge
The technological savvy of today's Army recruit is astounding, presenting a unique challenge for the U.S. Army to find new ways to connect with this increasingly mobile generation. In response, the U.S. Army's online and mobile presence is challenged to become a crucial element in the Army's recruiting and communications strategy. The U.S. Army's leadership sought a self-service solution to provide users with a personalized, engaging online experience that quickly and accurately connects users with the most relevant information.
The Alme platform solution
SGT STAR is built on the Alme platform, the most trusted natural language technology available for enterprises, which allows users to interact on their terms—on the web or on smart devices.
Web
In 2006, the U.S. Army partnered with Next IT to launch a 6'1", no nonsense, straight-talking intelligent virtual assistant named 'SGT STAR' at goarmy.com. The impact on goarmy.com was immediate, proving Next IT’s ability to improve the engagement, adoption and effectiveness of the self-service web. SGT STAR is able to engage users in a way that is both personal and accurate—fielding common questions about pay, ROTC benefits and discreetly answering more awkward or intimate questions about male/female living conditions or paternity leave. SGT STAR has become the 'face' of Army recruiting, with a viral popularity that is even spreading outside of the U.S.
Mobile
Making its debut on the Google Play Store in December of 2012 (iOS coming soon), the downloadable SGT STAR app gives users the ability to have true conversations with SGT STAR using their voice, along with touch. The SGT STAR app has already received significant media coverage, positive user reviews and, most importantly, is making it easier than ever for recruits to explore Army life anytime and anywhere.
Social
In a 2010 industry-first application, SGT STAR gained the ability to talk with users on Facebook. When users are talking with SGT STAR on the goarmy.com website, they can also post his responses directly to their Facebook page.
