• 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.

2018 August 20

11:07 Port of Vyborg volumes in first seven months rose 28% to 970,000 tonnes
10:57 Golden Ocean announces Q2 2018 results
10:17 Crude oil futures prices edge down to $71.61 in London, in New York to $64.95
10:03 Baltic Dry Index gains to 1723 points
10:03 Port of Everett breaks ground on $36 mln South Terminal Wharf Modernization Project
09:57 Chinese Blockchain Company Yuanben to protect the safety of global maritime freight data
09:36 Box traffic at busiest Chinese ports in Jan-Jul rose 4.1% to 5.36 billion tons
09:28 Port of Hong Kong seven-month box volumes drop 4.4% to 11,5 million TEUs
08:44 Kongsberg Maritime wins contracts for nine hybrid Ro-Ro vessels

2018 August 19

08:19 CMA CGM announces GRR from UAE to East Africa
08:14 Maersk Line introduces Peak Season Surcharge – Scope World to Apapa, Nigeria and Tin Can Island Port, Nigeria
08:12 CMA CGM announces GRR from India to East Africa
08:07 Maersk Line increases rates from Middle East & Indian sub-continent to North America

2018 August 18

08:03 Port of Oakland to build Seaport Logistics Complex
08:00 CMA CGM announces PSS from Europe, Scandinavia, Black Sea and West Med to Indian Ocean islands
07:57 CMA CGM announces FAK rates from Asia to North Europe
07:41 A.P. Møller - Mærsk A/S posts results for Q2 2018

2018 August 17

20:03 A system of floating containment booms installed near two jetties of Petersburg Oil Terminal
18:26 Krasnoye Sormovo Shipyard launches Pola Feodosia, forth of RSD59 dry cargo vessel series
17:54 Primorsk Oil Terminal’s throughput in Jan-Jul falls 12% to 31.38 million tonnes
17:51 Nevsky Shipyard continues testing of unique replenishment system
17:08 Marine Robotics: Laws, Applications, Technologies roundtable registration underway in Moscow and Vladivostok
17:03 Port of Vysotsk volume in Jan-Jul down to 10.45 million tonnes
16:27 Port of Ust-Luga throughput in Jan-Jul down 4% to 56.27 million tonnes (details)
16:04 Western Bulk publishes First half 2018 results
15:53 Port of St. Petersburg seven-month volumes grow 13% to 34.39 million tonnes (details)
15:34 Stena Blue Sky delivers the first LNG cargo at energy giant ENN's new terminal in China
15:03 ANL announces FAK rates from North Europe and Mediterranean to Australia
14:33 A.P. Møller - Mærsk A/S delivers revenue growth in the second quarter of 2018
14:03 Third railway track put into operation in Port Bronka
13:58 Nevsky Shipyard wins contract for Arc4 passenger/freight vessel duo to be deployed on Sakhalin-Kurils route
13:51 Samsung Heavy Industries wins two eco-friendly LNG carriers
13:21 TORM posts H1 2018 interim results
13:04 A.P. Møller - Mærsk A/S to pursue a separate listing of Maersk Drilling
12:30 Hapag-Lloyd invests in growing East African market
12:07 Port of Oakland gives $70,000 to develop eco-jobs workforce
11:07 Hapag-Lloyd announces rates for Far East Westbound East Asia (including Japan) to North Europe and Mediterranean
10:45 Crude oil futures price edges down to $71.38 in London, in New York to $65.44
10:07 Latest Sanmar tugboat under trials
10:02 Gazprom Neft 1H 2018 net profit soars 1.5-fold
09:41 Baltic Dry Index adds 2 pts to 1727 points
09:37 Diana Shipping announces time charter contract for m/v Coronis
09:32 Port of St. Petersburg bunker prices close the week on a down note
09:06 Gulftainer invests AED11 mln in road extension
08:27 CMA CGM implements new FAK rates from North Europe and Mediterranean to Australia

2018 August 16

18:45 Kalashnikov Concern’s Vympel Shipyard lays keel for freezer trawler of Project T30
18:06 Port of Dover awarded contract to Solent Marine Ltd to design and fit-out Dover's new marina
17:32 Maersk Line announces rates from Far East Asia to West Africa
17:06 Hapag-Lloyd increases reefer fleet by 11,100 containers
16:56 DFDS orders additional freight ferry (ro-ro) newbuilding from the Chinese Jinling Shipyard
16:52 Sovcomflot’s shuttle tanker Governor Farkhutdinov ships 600th crude oil cargo for Sakhalin-2
16:03 CMA CGM announces GRR from Asia to Mozambique
15:47 Taganrog Sea Commercial Port's H1 2018 employee benefits and rewards programme totals RUB 2.2 million
15:31 Melbourne port operator ICTSI may be investigated by State and Federal authorities
15:09 Bunker prices at Far Eastern ports remain flat
14:33 CMA CGM announces GRR from Asia to Indian Ocean
14:27 MABUX: Bunker prices may change irregular next week
14:13 Maersk Line announces rates from Far East to North Europe
13:42 First ever S-T-S loading of 70000dwt Panamax coal carrier performed at Shakhtersk harbour transshipment location in Sakhalin
13:32 More investment contracts at the Port of Gdansk