• 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 May 25

18:07 AIDAmira joins to the AIDA Cruises fleet
17:51 Azerbaijan Caspian Shipping Company cooperates with Columbia Shipmanagement to organize internship for ACSC 20 staff members
17:42 Carbon targets for shipping can only be met with ‘zero CO2’ fuels - ICS
17:40 IMO takes first steps to address autonomous ships
17:30 Marine Technics carried supplied marine pumps MT-Azcue for cargo vessels of different types
17:18 Container Terminal St. Petersburg in 1Q invested more than € 3.5 million in development, upgrade programme
17:04 Med Marine tugboat joins the company’s harbour fleet in Turkey’s Izmit Bay
16:59 Aleksandr Bryntsev appointed as Director General of Murmansk Shipping Company (photo)
16:25 Sovcomflot to provide technical supervision for the construction of Rosneft’s new LNG-fuelled tankers
16:04 Sanmar supplies a powerful tug to Forth Estuary Towage in Scotland
15:41 SMM advance press conference covered trends in SMMart Shipping
15:04 Seaspan accepts delivery of fourth 10000 TEU SAVER containership in four ship series
14:03 Port of Oakland online shipping platform goes live
13:33 MSC Splendida enters Busan Port
13:08 Klaipėda LNG terminal receives the 50th cargo
12:32 Transport and logistics sector of Latvia continues work with Chinese partners
12:03 Panama Canal nominated as finalist for Lloyd’s List’s Environment Award
11:50 Taganrog Sea Commercial Port handled 333,000 tonnes in QI’2018, up 4% Y-o-Y
11:24 Multipurpose Reloading Complex handled 1.02 million tonnes of cargo in QI’2018, down 20% Y-o-Y
11:03 Port of Amsterdam launches digital business guide
10:49 NOVATEK and TOTAL become partners in Arctic LNG 2 project
10:27 New Belgium container connection bolsters Port of Hull
10:11 Brent Crude futures price down 0.19% to $78.64, Light Sweet Crude – down 2.25% to $43.97
09:56 Bunker prices are slightly up at the Port of Saint-Petersburg, Russia (graph)
09:33 Baltic Dry Index up to 1,109 points
09:22 ITF backs US dock workers in dispute with port authorities
08:20 Port of Vancouver makes history with the arrival of the 25 millionth
07:18 First eleven companies participate in Nextlogic

2018 May 24

19:04 Coal to Vostochny Port to be transported on Kuzbass-Vostochny Port route by innovative rolling stock
18:07 ZIM posts Q1 2018 results
17:31 Bureau Veritas publishes vital resource for decommissioning industry
17:24 Italy’s first, fully-automated gantry cranes reach Vado Ligure
17:17 Best quarter performance ever at CTSP terminal: 168,500 TEUs, a 7.8% container traffic growth
17:09 Successful testing programme with enhanced Wärtsilä’s navigation systems promotes operational safety and efficiency
16:57 MSC optimises its Transpacific-USWC network
16:15 MABUX: Bunker prices continue upward trend
15:12 UCL Port’s 1Q volumes decline 3.9% Y/Y to 9.4 million tonnes
15:10 ABS evaluation demonstrates feasibility of LPG as fuel strategy for Dorian LPG
14:58 MAN to equip world’s first LNG-powered fishing trawler
14:55 VARD secures contract for one stern trawler for Nergård Havfiske
13:06 TCSP Group’s 1Q volumes fall 8.4% Y/Y to 3.88 million tonnes
12:08 Sea Port of St. Petersburg sees strong growth in 1Q volumes
09:26 Baltic Dry Index drops 37pts to 1162 points
09:08 akquinet and IDENTEC SOLUTIONS join forces to revolutionize refrigerated container management
08:39 Maersk Line starts new transatlantic service between Europe’s Mediterranean region and Canada
08:34 Compagnie Maritime Monégasque and Damen join forces to introduce Fast Marine Access in Brazil

2018 May 23

17:54 Container Terminal Saint-Petersburg invested RUB 256 million in modernization of its facilities in QI’2018
17:27 Greece suggests arranging cruise lines to Russia
17:00 Rosmorrechflot comes out for replacement of shipbuilding subsidies with cheap financing
16:16 Agreement on Enhancing International Arctic Scientific Cooperation enters into force
15:48 New Belgium container connection bolsters Port of Hull
15:25 DALO chooses SARIS to support SAR operations
15:03 FESCO transports three transformers from Novorossiysk for Moscow central heating and power plants
14:42 Ukraine’s water transport carried 0.3 million passengers in 4M’18, down 3%, Y-o-Y
14:21 Hapag-Lloyd update on restrictions for DG cargo handling at FIFA World Cup in Russia
13:59 Cargo transportation by Ukraine’s water transport fell by 18.5% to 1.0 million tonnes in 4M’18
13:36 SASCO BoD elected Aleksey Pavlov as Director General of the company
13:13 “K” Line announces delivery of special coal carrier “CORONA XANADU”
12:52 Tallink Grupp to list shares also on Helsinki Stock Exchange
12:31 Rosmorport appoints Sergey Lyamtsev as Acting Director of its Azov Basin Branch (photo)