Tallink launches virtual customer services assistant Nemo
Summary
, head of the customer experience and big data division at Tallink Grupp and the project manager for the virtual customer service assistant, this is a pilot project in the Estonian market, and Tallink intends to employ virtual agents also in the groups other markets in the future. The most prominent users of virtual customer service assistants in the rest of the world are such leading global brands as Finnair, Booking.com, KLM, Skyscanner and others," said Mürk. Tallink is the first among the shipping companies operating in the Baltic Sea region to try out a virtual assistant alongside call-center employees. "At present Nemo can answer approximately 20 of the most frequently asked questions, including enquiries regarding booking details and check-in rules. The company owns 14 vessels and operates six ferry routes under the brand names of Tallink and Silja Line.