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Shell Uses Artificial Solutions' Virtual Assistants

Artificial Solutions' Teneo platform helps meet the demand for fast self-service customer support.
Posted Aug 11, 2015
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Shell has used Artificial Solutions' Teneo Platform to develop virtual assistants called Emma and Ethan to help customers find the right products in the United States and United Kingdom.

Emma and Ethan know the details of more than 3,000 Shell products and understand more than 16,500 characteristics of these products, providing customers with a wide range of answers to queries and relevant technical information, such as product pack availability, physical property details, including density or flash points, and product performance benefits.

Emma and Ethan can also help users find lubricants for specific equipment by linking customers through to Shell Lubematch, and can recommend the nearest distributors. This type of in-depth knowledge allows Emma and Ethan to answer a wide range of questions and if the customer doesn't provide all the information needed, Emma and Ethan ask their own qualifying questions in return to ensure the most appropriate answer is given.

"Shell offers a wide range of lubricant-related services in addition to our product range. Our services help customers choose and use the right product to improve their operations. Shell Virtual Assistant is the next step in our delivery of great support. It is like having a technical expert at your fingertips, ready to answer your technical questions anytime. We are now evaluating launching Shell Virtual Assistant to other markets and in other languages in the near future," said Roger Moulding, vice president of global marketing at Shell Lubricants, in a statement.

"Intelligent virtual assistants such as Emma and Ethan can dramatically improve the customer experience for organizations, not just in their ability to provide a personal touch with a two-way, human-like conversation, but also with their ability to provide a wealth of information at a moment's notice," said Andy Peart, chief marketing officer at Artificial Solutions, in a statement.


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