Cambridge, 28th June 2006:– Online customer service specialist, Synthetix, has successfully launched a novel new application for BTWholesale to encourage new customers to register and sign up for its broadband services through the web. The result was ‘Jenny’, a Virtual Advisor based on Synthetix’s unique SmartAgent self-service technology. The introduction of Jenny follows a highly successful pilot on BTWholesale’s Intranet site where SmarAgent, ‘Duncan’ was used to educate and inform staff regarding the company’s Corporate Social Responsibility policies and initiatives.

Jenny can be found on BTWholesale’s Broadband Community pages on and her role is to facilitate new customer registrations and assist wholesale customers to navigate the site and find the information they are looking for. The natural language interface allows the user to have a conversation by typing in questions and receiving replies in plain English. Throughout the dialogue Jenny directs the user to relevant sections within the website and she can respond to enquiries such as: “Tell me about your broadband products”.

Duncan Ivory, Head of BTWholesale CRM Systems said: “We have listened to customer feedback about our website and we have deployed Jenny as a direct response to those who said they would appreciate some additional guidance relating to our broadband products. A critical element of SmartAgent is that we are able to analyse customer interactions, to not only ascertain what information customers regularly request, but also to identify areas of information that are not currently covered.

“Jenny will take customers who visit the site on relevant ‘journeys’; for new customers Jenny will guide them through the registration service, while registered customers will be able to find out more about our broadband services such as customer reporting or fault reporting. SmartAgent is only available on the Broadband Pages at present, but we are hoping to deploy this technology in other areas on”

Peter McKean, Managing Director of Synthetix said: "This is a great new project for Synthetix and is all the more rewarding as it has come on the back of the success of the first Agent we created for BTWholesale.

“Generally once our customers see how well a SmartAgent can work for them, they are keen to look for other areas that they can use our technology which is a wonderful endorsement. We are looking forward to using SmartAgent for other sections of the BTWholesale site in the future.”


Note To Editors

• Synthetix Ltd is a developer of cutting-edge, intelligent software technologies for on-line marketing, customer self-service and usability. Founded in 2001, Synthetix has unparalleled expertise in the field of 'Virtual Assistant' design and deployment.

• The company has become the marketing, customer service and web usability technology choice for blue-chip brands including the BBC, Vauxhall Motors, Berkeley Homes, Egg, Hitachi Europe, the Department for Education and Skills, Currys, CITB, AEG, Ford, BT, Masterfoods, Yorkshire Building Society, SkillsActive and even the legendary Harlem Globetrotters.

For further information, please contact: Amanda Politzer, Telephone: 01763 209 388,
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Published on: 12:00AM on 28th July 2006