Intelligent Self-Service for Tele2’s Customers from Dezide

March 2, 2009 - PRLog -- The goal is to provide customers with the best possible self-service to help them resolve problems and search for answers to questions. Customers are now able to access the new self-service virtual assistant through Tele2’s website http://www.tele2.lt.

The virtual assistant (Ruta) can currently help customers find answers to most common questions and will later on be able to guide customers to solutions to more complex problems with sms/mms messages, international calls, mobile internet, etc.

Dezide’s Advisor software is market-leading in the respect that it is based on Artificial Intelligence technology such that it becomes self-optimizing and self-learning. This means that it will try to learn from the user’s questions and answers, and provide better advice based on this. The virtual assistant is an intelligent and graphical search interface to the knowledge base that puts a human face to the self-service portal, and makes it very easy and user-friendly for customers to get help. The virtual assistant is based on a state-of-the-art search engine that handles Lithuanian language well, including synonyms, spelling mistakes, word stemming, etc.

The solution will help Tele2’s customer service representatives (CSRs) to provide quick and complete answers, as well as technical support to customers. Therefore when customers talk to a CSR they can be assured that the CSR is fully updated and has the complete technical knowledge to provide support.

Irena Petrauskiene, Customer Service Director at Tele2 Lithuania says, “We look forward to providing our customers with this exciting new service, and long-term we expect that it will significantly increase quality and reduce our service costs. This product will help us serve the increasing numbers of customers that like to use self-service and they will be able to get qualified help – around the clock 24 hours a day”.

Claus Skaaning, managing director of Dezide says, “We expect that Tele2 will be able to reduce their customer service costs with 20-30% by increasing the degree of self-service. We also expect that the virtual assistant will increase overall customer satisfaction. We are very pleased with this project that will hopefully increase focus on self-service solutions and the associated benefits”.

Tele2 Lithuania
Tele2 is one of Europe's leading alternative telecom operators. Tele2's mission is to provide price leading and easy to use communication services. Tele2 always strives to offer the market's best prices. We have 24 million customers in 11 countries. Tele2 offers mobile services, fixed broadband and telephony, data network services, cable TV and content services. Ever since Jan Stenbeck founded the company in 1993, it has been a tough challenger to the former government monopolies and other established providers. Tele2 has been listed on the OMX Nordic Exchange since 1996. In 2007, we had net sales of SEK 40.1 billion and reported an operating profit (EBITDA) of SEK 6.3 billion.

Tele2 Lithuania is the country’s largest mobile operator, providing services for 1,92 million customers at the end of 2008.

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About Dezide
Dezide develops and sells software for self-service and knowledge sharing, based on the newest technology for problem solving and artificial intelligence. Dezide was established in 2001 as a spinout of Hewlett-Packard. Dezide is based in Denmark and has customers in, e.g., Denmark, the US, Japan and Switzerland. For more information about Dezide see http://www.dezide.com.