[August 29, 2016] |
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Ford Teams Up with Astute Solutions to Deliver Superior Customer Experience in Europe
Astute Solutions today announced their selection by Ford (News - Alert) to implement
Astute Knowledge across 21 European countries, supporting 18 different
languages. Included in the solution are Astute's artificial narrow
intelligence (ANI) and patented natural language processing capabilities.
The solution is designed to produce accurate, relevant answers to a wide
variety of questions, delivering an enhanced service experience to Ford
dealers, agents, and consumers. Ford will use Astute's AI technology to
provide human-level interaction far beyond the reaches of standard
search.
Ford customers will be able to engage in two-way conversation with a
"virtual agent" on any channel they choose, including Ford's website,
social media, or mobile app. This virtual agent will be able to analyze
what the customer is saying and apply deep learning to pull the best
answer from multiple data sources, even sources originally written in a
different language. The use of smarter technologies to improve every
customer interaction represents a fundamental shift for the customer
experience.
"e are thrilled to partner with Ford to drive a consistently
outstanding customer experience across Europe," says Richard Jones, SVP
Global Sales for Astute Solutions. "We see this project as the leading
edge of customer engagement - it's about giving customers choice."
Ford's customers, contact center agents, and large dealer network will
all use the same platform, ensuring a consistent brand experience
whether customers choose to self-serve or engage in a live interaction.
Ford of Europe is responsible for producing, selling and
servicing Ford brand vehicles in 50 individual markets and employs
approximately 53,000 employees at its wholly owned facilities and
approximately 68,000 people when joint ventures and unconsolidated
businesses are included. In addition to Ford Motor Credit Company, Ford
Europe operations include Ford Customer Service Division and 24
manufacturing facilities.
Astute Solutions helps consumer brands drive loyalty throughout
the customer journey with the world's smartest consumer engagement
software. Consumers want to talk to their favorite brands like they talk
to their friends, instead of being forced to communicate through stiffly
structured interfaces. Astute Solutions' blend of leading edge
technologies makes this possible, eliminating friction during every
customer interaction. Visit AstuteSolutions.com
for more information.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160829005624/en/
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