The UK National Lottery Adopts Virtual Service Rep from NativeMinds; Virtual Representative ''Gigi'' Exceeds Customer Service Expectations Online.Business Editors/High-Tech Writers SAN FRANCISCO--(BUSINESS WIRE)--July 21, 2003 Camelot, operator of the UK National Lottery National Lottery n → Lotto nt , has introduced a NativeMinds virtual rep in the likeness of the UK lottery draw presenter, Gigi Morley Gigi Morley is a British television and radio presenter. She first gained attention as a co-presenter on Ocean FM's breakfast show alongside Spencer Kelly, she later when on to present The National Lottery, however after being axed from this she presented a segment called 'Gigi's , to provide 24-hour customer support for visitors to the National Lottery Web site at www.national-lottery.co.uk. Virtual reps, or vReps(TM), are automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. service agents that improve consumer relations and decrease call center costs by immediately answering questions on the Web. vRep "Gigi" joins a growing roster of Web site personalities such as "Hank hank n. 1. A coil or loop. 2. Nautical A ring on a stay attached to the head of a jib or staysail. 3. A looped bundle, as of yarn. " at Coca-Cola Co., "Kate" at Ford Motor Co. and "Lisa" at Pepsi-Cola. Approximately 70% of the adult UK population play at least one National Lottery game on a regular basis. Now, these consumers can converse (logic) converse - The truth of a proposition of the form A => B and its converse B => A are shown in the following truth table: A B | A => B B => A ------+---------------- f f | t t f t | t f t f | f t t t | t t with vRep "Gigi" anytime -- day or night -- to find out information about all aspects of The National Lottery including games, winners and good cause beneficiaries. "Camelot is committed to offering players a high level of customer service," said Richard Hurd-Wood, director of interactive at Camelot Group Camelot Group plcNote A are the operators of the UK National Lottery. Camelot Group was awarded the National Lottery franchise in 1993 (though the lottery didn't start until 1994) and was re-awarded the franchise in 2001. plc. "Introducing a vRep to the National Lottery site has enabled us to extend this service to the Internet and ensure queries are dealt with effectively in the shortest time possible. The system offers valuable support to our Interactive Customer Care team, answering the more straightforward questions and enabling advisors to focus on dealing with the more complex queries." Camelot introduced the service when the National Lottery Web site became transactional for the first time this year with the launch of Instant Win Games on the Internet. Developed in close collaboration with the team at Camelot, "Gigi" is the first point of contact for users of the site that may need help or information about the lottery. She is able to guide players through the required registration process and help answer any queries about the transactional site. Unlike self-service solutions that sometimes leave Web site visitors feeling stranded, if "Gigi" is unable to answer a question, she can provide contact details to Camelot's dedicated Interactive Customer Care center where a team of advisors is on hand to help with any queries. A transcript A generic term for any kind of copy, particularly an official or certified representation of the record of what took place in a court during a trial or other legal proceeding. A transcript of record of the conversation between "Gigi" and the site visitor is then sent to the advisor so they are able to immediately pick up where the vRep left off and quickly resolve the inquiry. "vReps give direct answers that make it easier for Web site visitors to immediately find the information they need," said Aaron Rosenbaum, vice president of marketing and products for NativeMinds. "Additionally, the conversational nature of vReps enhances a company's ability to cultivate cul·ti·vate tr.v. cul·ti·vat·ed, cul·ti·vat·ing, cul·ti·vates 1. a. To improve and prepare (land), as by plowing or fertilizing, for raising crops; till. b. customer relationships online, not just to answer their questions and facilitate sales." About NativeMinds NativeMinds is a leading provider of next-generation customer relations solutions called Virtual Representatives, or vReps(TM), that increase customer satisfaction and reduce costs. vReps are life-like, conversational customer service agents on the Web. Using vReps, companies increase brand awareness, build customer loyalty and gather valuable customer insight. Leading NativeMinds' customers include American Express American Express (NYSE: AXP), sometimes known as "AmEx" or "Amex", is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses. , Coca-Cola Co., Department of Defense, Ford Motor Company, Pepsi-Cola, Procter & Gamble, T-Mobile, and Unilever. NativeMinds is a privately held corporation Noun 1. privately held corporation - a corporation owned by a few people; shares have no public market close corporation, closed corporation, private corporation based in San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden . For more information and to talk to a vRep, visit www.nativeminds.com. About Camelot -- Camelot Group plc is operator of The National Lottery and is committed to maximizing returns to the Good Causes in a socially responsible way. Since 1994, Camelot has raised GBP GBP In currencies, this is the abbreviation for the British Pound. Notes: The currency market, also known as the Foreign Exchange market, is the largest financial market in the world, with a daily average volume of over US $1 trillion. 12.9 billion for Good Causes, funding over 139,000 projects across the UK. -- Camelot embarked on the first stage of its interactive strategy in February 2003 with the launch of Instant Win Games on the National Lottery Web site (www.national-lottery.co.uk). Camelot will launch Lotto on the Internet by the end of 2003. -- Gigi Morley is the National Lottery draw presenter and co-hosts The National Lottery draws on BBC BBC in full British Broadcasting Corp. Publicly financed broadcasting system in Britain. A private company at its founding in 1922, it was replaced by a public corporation under royal charter in 1927. 1 twice a week. -- For further information please call the Camelot Press Office on (0044) 01923 425456 or visit www.camelotgroup.co.uk. Note to Editors: NativeMinds, vReps, and the NativeMinds logos are trademarks or registered trademarks of NativeMinds, Inc. All other names or products are the property of their respective holders. --30--NJ/
CONTACT: NativeMinds Inc.
Deb Hochheiser, 415-778-3274
dhochheiser@nativeminds.com
or
A&R Partners
Jody Ferrara, 650-762-2844
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KEYWORD: CALIFORNIA UNITED KINGDOM INTERNATIONAL EUROPE
INDUSTRY KEYWORD: SOFTWARE E-COMMERCE INTERNET
ADVERTISING/MARKETING PRODUCT
SOURCE: NativeMinds Inc.
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