• 2018 April 26 16:49

    Tallink launches virtual customer services assistant Nemo

    Since the end of March, Tallink Grupp’s newest employee has been answering the initial enquiries of the Estonian customers on the company’s web page www.tallink.ee – a virtual customer services assistant called Nemo. Tallink says the group’s first customer service chatbot was developed in partnership with the Estonian start-up AlphaBlues, which specializes in the development of virtual assistants. 

    According to Martin Mürk, 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 group’s other markets in the future. 

    “The use of customer service chatbots for initial contact with customers and for responding to the most frequently asked questions is the fastest-developing trend in the global travel and tourism sector at the moment. 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. The company launched the online chat feature for its customers in Estonia at the end of 2016. Since then, the number of online chats has been growing steadily, reaching 4,000 chats per month in the Estonian market recently. The purpose of the virtual assistant is to help maintain and improve the quality of the responses to customer’s requests for assistance, which can be achieved by redirecting the most frequently asked questions to the robot. 

    “Nemo mainly responds to simple questions that are most frequently asked by our customers, which allows our customer service staff to focus on handling more complicated questions and on responding to these faster. The virtual assistant helps us increase our performance efficiency and become better and faster at helping our customers,” Mürk explained. 
    “At present Nemo can answer approximately 20 of the most frequently asked questions, including enquiries regarding booking details and check-in rules. Our goal is for Nemo to be able to respond to at least 50% of the questions asked in the online chat,” added Mürk.

    Nemo’s first weeks at work have shown that not only is the robot meeting the company’s expectations, but it is actually exceeding them. Nemo primarily provides assistance with questions relating to new bookings and check-in, but it has also helped customer support staff in changing bookings by collecting necessary information from customers. 

    Tallink Grupp’s employees in all six countries took part in selecting a name for the virtual assistant. Over 40 different names were proposed in the naming competition, and Nemo was voted as the most popular name because of its international flair and connection to the sea. 

    AS Tallink Grupp is one of the leading providers of passenger transport and cargo transport services in the northern part of the Baltic Sea region. The company owns 14 vessels and operates six ferry routes under the brand names of Tallink and Silja Line. AS Tallink Grupp employs more than 7000 people in Estonia, Finland, Sweden, Latvia, Russia and Germany. In 2017, Tallink Grupp provided services to 9.8 million passengers and transported approximately 365,000 units of cargo.

2019 January 19

11:44 Algoma increases its interest in the ocean self-unloader Pool

2019 January 18

18:06 North Carolina Ports sets new record in 2018
17:47 Freight turnover of Neva-Metal (Saint-Petersburg) in 2018 climbed by 3% Y-o-Y to about 3.2 million tonnes
17:25 Okskaya Sudoverf obtains patent for state-of-the-art pontoons
17:06 Hamburg prepares for ‘Hard Brexit’
16:44 Throughput of port Primorsk in 2018 fell by 7% Y-o-Y to 53.48 million tonnes
16:23 GTT receives a new order from SHI to design the tanks of two LNG carriers on behalf of Gaslog
16:20 NOVATEK elects new Board of Directors
15:56 Throughput of port Vyborg in 2018 grew by 25% Y-o-Y to 1.93 million tonnes
15:33 Stena Line’s first new generation ferry ‘floats’ in China
15:21 Bunker sales at the port of Singapore in 2018 fell by 1.7% Y-o-Y to 49.8 million tonnes
15:03 Panama Direct service CMA CGM to resume weekly rotations
14:47 Throughput of port Vysotsk in 2018 climbed by 7% Y-o-Y to 18.79 million tonnes
14:33 GranIHC appointed contractor for Equinor’s Peregrino Phase II Project
14:19 Port of Ust-Luga handled 98.72 million tonnes in 2018, down 4% Y-o-Y
14:03 Algoma Central Corporation increases its interest in ocean self-unloader Pool
13:50 18 vessels escorted by icebreakers in eastern part of Gulf of Finland during 24 hours on January 17-18
13:35 Throughput of the Port of St. Petersburg in 2018 up 11% Y-o-Y to 59.32 million tonnes
13:18 CMA CGM unites its Containerships and MacAndrews brands
13:11 Vladimir Putin supports Government’s proposal on expanding Far East Ministry’s functions with Arctic issues
12:49 Throughput of port Kavkaz in 2018 grew by 11% Y-o-Y to 49.276 million tonnes
12:26 MV Werften purchases Neptun Ship Design
12:08 Sakaide shipyard holds naming ceremony for new LNG carrier jointly owned by NYK and JERA
11:38 PGNiG SA signs agreement for oil and gas exploration and production in UAE
11:14 Remote pilotage to be allowed in Finland
10:47 Free zone status is a crucial advantage for the future development of the Freeport of Riga
10:06 Ice restrictions at the port of Ust-Luga come into effect on January 31
09:42 Brent Crude futures price up 0.9% to $61.73, Light Sweet Crude – up 1.09% to $52.64
09:20 Baltic Dry Index is up to 1,077 points

2019 January 17

18:13 PORT OF KIEL presents annual results 2018
17:51 Ice restrictions at the port of Primorsk come into effect on January 25
17:28 Global Ports sets up a common service call centre
17:09 EFIP welcomes and supports the European Parliament position on the Connecting Europe Facility for 2021-2027
17:05 North Sea Port monitoring the Brexit closely
16:44 ABP invests £700K to boost storage at Port of Ipswich
16:27 Global fuel market: still many uncertainties in both demand and supply
16:22 CMA CGM announces FAK rates from ISC to North Europe and the Mediterranean
16:05 OCEAN Alliance extends duration of OCEAN Alliance to ten years
15:42 COSCO SHIPPING Ports signs agreement with PSA to add two new berths at the terminal in Boao, Hainan
15:31 Liebherr supports the 6th International Forum of Dredging Companies as its Sponsor
15:02 Ocean Yield ASA agrees to acquire a modern Suezmax tanker for a consideration of USD 56.0 mln
14:02 SEACOR Marine enters agreement to acquire three additional platform supply vessels from affiliates of COSCO Shipping Group
13:49 Throughput of Chinese ports grew by 4.2% to 9.22 billion tonnes in 2018
13:32 Jensen Maritime provides design for Shaver Transportation’s new tugboat
13:14 OOCL rolls out third phase of Ocean Alliance product refinements
12:50 Baltic Ports Organization’s schedule for 2019 is set
12:38 Port of Los Angeles breaks all-time cargo record in 2018
12:26 Qatar accedes to load lines convention
12:01 Sunseeker International and Rolls-Royce to present first production yacht with MTU hybrid power in 2020
11:51 Bunker prices continue going down at the Far East ports of Russia (graph)
11:38 Port of Zeebrugge handled 40.1 million tonnes in 2018
11:25 Nor-Shipping reveals stellar line-up for Ocean Leadership Conference
10:52 10 vessels escorted by icebreakers in eastern part of Gulf of Finland during 24 hours on January 16-17
10:28 NOVATEK’s hydrocarbon production totaled 548.4 million boe in 2018, up 6.9% Y-o-Y
10:03 Brent Crude futures price down 0.34% to $61.11, Light Sweet Crude – down 0.54% to $52.03
09:39 Tallink and Taltech to collaborate on developing smart ship solutions
09:17 Baltic Dry Index is down to 1,055 points

2019 January 16

18:36 Kongsberg Gruppen enters into an agreement with Rome AS to divest Kongsberg Evotec
18:06 Seaspan Corporation announces the closing of the second tranche of the $1 billion aggregate investment commitment by Fairfax
17:55 INEOS, Europe’s largest petrochemicals company, announces Antwerp as the location for its new ground breaking 3 billion Euro petrochemical investment