This chatbot gets thank-you notes paid Oracle
Hermes, a parcel delivery company in the UK, has a customer service expert named Holly who receives thank-you notes from customers happy with her help in resolving their questions. The twist? Holly is a
Hermes is the largest independent carrier for parcels in the United Kingdom—the biggest competitor to the Royal Mail, the government-run monopoly for postal delivery. Over the course of a year the company handles approximately 340 million parcels and interacts with more than 90% of the UK's top retailers. “Our peak is around Christmas, and we expect this year to be doing more than double that—more like 2.1 million parcels in a typical 24-hour period,” White says.
“We don’t want to pretend that Holly is a human agent—it’s distracting if a bot ‘pretends’ to be something it isn’t,” says Chris Ashworth, CIO of Hermes. “If a consumer wants a human interaction, they’ll speak to a human. However, we have played with the language to inject some self-deprecating humor into what can sometimes be perceived as a cold transaction.
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