Consumer & Professional Electronics
|Mission||First Point of Contact for Helpdesk (level 1 support).
Reduce Call Volumes. Yoko is a personalized virtual assistant for TOSHIBA France. Today, she resolves most of the requests customers have about their computers, electronic devices (touchpads, camcorder, hard drive, accessories, etc.) and services offered by Toshiba.
If needed, she can transfer the history of the conversation to the TOSHIBA Support Center, for follow-up by chat or email.
Yoko supports more than 10,000 clients each month on TOSHIBA.fr (French site).
||October 10, 2013|
||Yoko is a 3D talking avatar, specifically customized for TOSHIBA France. Armed with solutions for more than 300 typical technical problems and powered by natural language understanding, she supports natural conversation with Toshiba customers and responds immediately to most troubleshooting requests about computers.
Since she is connected to the Toshiba Europe customer databases, she is able to know each customer’s warranty status and can propose the most appropriate solution to resolve each technical issue.
She is also connected to the TOSHIBA Contact Center’s e-ticketing system which allows her to immediately create tickets and notifications when she needs to transfer the flow to a real person.
Yoko is developed with Living Actor™ Assistant.
This post is also available in: FRENCH