• 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 October 17

18:03 PGNiG and Venture Global LNG announce LNG Sales and Purchase Agreements for 2 million tonnes per year
17:46 The Freeport of Riga Authority continues to develop cooperation with China
17:22 Port Manatee enjoys record fiscal year with diverse growth
17:00 North Sea Port and Titan LNG successfully supply sea-going vessel with LNG fuel
16:55 33 LNG carriers and 8 gas condensate carriers with export cargo left port Sabetta in April-June 2018
16:24 Baku International Sea Trade Port launches two new tugboats
16:02 Hapag-Lloyd announces General Rate Increase for East Asia to Mexico, Central America, West Coast of South America, Caribbean & Panama trade
15:46 New BIMCO & IBIA Bunkering Guide available
15:23 NOVATEK and Fluxys plan to build an LNG terminal in Rostock
15:02 NYK develops original software that diagnoses combustion chamber problems
14:40 RF Government allocates RUB 8.4 billion for the Far East development
14:21 Scorpio Bulkers announces time charter-out agreements
14:03 CMA CGM implements Empty Repositioning Surcharge for exports from all Turkish ports
13:32 Ørsted contracts Van Oord for cable installation Borssele I & II
13:21 Throughput of Ukraine’s seaports in 9M’18 fell by 1.7% Y-o-Y to 95.9 million tonnes
13:04 CMA CGM to introduce new BAF on Asia-Africa trade
12:30 GTT and Dongsung Finetec sign a Memorandum of Understanding
12:02 Maritime and Port Authority of Singapore and partners sign MoU for 3D printing facility and applications in maritime sector
11:53 Identifying barriers to cutting emissions through just-in-time operations
11:27 Norddeutsche Reederei H. Schuldt joins V.Group
10:50 Brent Crude futures price down 0.09% to $81.34, Light Sweet Crude – up 0.06% to $71.88
10:42 CMA CGM to introduce new BAF on Europe-Africa trade
10:37 Damen Shipyards Galati hands over 74-metre fishery research vessel to Angolan government
10:27 Maritime Arctic Competence Center opens in Saint-Petersburg
09:42 KN invests in environmental protection measures
09:20 Baltic Dry Index is down to 1,578 points

2018 October 16

18:33 Maersk Line announces new FAK rates from Mediterranean to West and Central Asia
18:03 ABS holds two seminars at the 58th Genoa International Boat Show
17:55 Throughput of port Kaliningrad in 9M’18 grew by 5% Y-o-Y to 10.65 million tonnes
17:36 Wärtsilä opens the first International Maritime Cyber Centre of Excellence in the world
17:03 CMA CGM announces Overweight Surcharge on Asia and India to Africa trades
16:56 Wärtsilä launches Acceleration Centre in Singapore and partners with MPA and PSA Marine to develop IntelliTug
16:40 Throughput of port Vyborg in 9M’18 up 22% Y-o-Y to 1.33 million tonnes
16:21 Throughput of port Primorsk in 9M’18 fell by 11% Y-o-Y to 39.80 million tonnes
16:03 Höegh LNG announces amendment of the Höegh Gallant time charter
15:44 LUKOIL starts construction of facilities at Rakushechnoye field
15:22 Throughput of port Vysotsk in 9M’18 climbed by 6% Y-o-Y to 13.69 million tonnes
15:03 Avatar Logistics initiates cooperation with Sand & Grus AB Jehander and buys the vessel MS Jehander
14:41 Throughput of port Ust-Luga in 9M’18 declined by 5% Y-o-Y to 72.38 million tonnes
14:20 CMA CGM announces GRR from Far East to West Africa
14:03 Lithuanian Railways, Metrans and the Port of Hamburg strengthen relations
13:52 Throughput of Port St. Petersburg up 12% to 44.22 million tonnes in 9M’18
13:06 Scorpio Bulkers announces update on scrubbers
12:39 Project 22800 small missile ship Burya to be floated out on 23 October
12:13 Rolls-Royce and Intel announce autonomous ship collaboration
11:55 The Port of Riga outlines a vision for future development of Spilve Meadows
11:31 Ørsted selects GeoSea for Borssele 1 & 2 foundation and turbine transport and installation
11:14 Jan De Nul will dredge access channel to Guayaquil Port
11:11 RF Navy’s Baltic Fleet detachment completed tasks in Mediterranean Sea
10:59 Damen Maaskant Shipyards Stellendam celebrates 70 years and bids farewell to director Frits van Dongen
10:50 Detachment of RF Navy's Pacific Fleet completes visit to Republic of Korea
10:28 WMU holds needs assessment workshop in Jordan
10:02 Brent Crude futures price up 0.31% to $81.03, Light Sweet Crude – up 0.11% to $71.86
09:43 IMO ​pushing forward with tackling greenhouse gas emissions
09:17 Baltic Dry Index is up to 1,584 points

2018 October 15

18:23 MOL joins hands with partners to launch FOCUS project
17:59 Moscow to host a conference on construction of LNG-powered and LNG bunker ships on October 24
17:46 Algoma announces cancellation of Croatian newbuilds contracts
17:05 Klaveness Combination Carriers AS registered on NOTC
16:56 Tall ships arrive at Port of Ipswich as part of 'Race of the Classics'