The article is about the evolution of multi-channel communication through Video IVR, H-care’s capabilities on the 3G video call scenarios used by Fiat on their new Video Contact Center.

Read the full article by Adam Boretz - Nov 1, 2008

(…) in Europe and Asia, IVVR technology is more advanced because carriers there have adopted a standardized 3G network (…).

“What we are doing at H-Care is working on a platform which enables multichannel, self-service capability through the Web, mobile video calls, and multimedia messages,” Basso says. “Basically what we enable is to have a real-time, very high-quality face rendering based on a 3D model which would represent the brand’s customer care rep, and this…[creates] on-the-fly communication [that is] very personalized for every customer.” (…)

Using H-Care’s IVVR product, Fiat customers can access an online car configuration program to design a personalized car and book a test drive. The system will place an outbound call to remind them of the scheduled date, and can even call again after the test drive to deliver a customer satisfaction survey. (…)

“The component used in [H-care's platform] is called a ‘Face Engine,’ which allows for real-time, high-quality video creation, and it delivers a streaming version of the video useable for Web applications or a streaming version of the video useable for IVVR,” Basso says. “We bring to life a virtual character. Everything is done on the server. This Face Engine is capable of managing thousands of concurrent, different video renderings to serve a large customer base.” (…)

“H-Care is a leading company which supplies new multichannel solutions,” says Mauro Veglia, senior vice president of customer services at Fiat. “Fiat selected H-Care for piloting the H-care experience because of its technical excellence in graphical rendering solutions. H-Care’s platform is supporting a 3D server-side rendering suitable for streaming over Web, kiosk, and mobile channels, and backed with a single point authoring tool for process design and content management.”

Read the full article by Adam Boretz - Nov 1, 2008

Some articles with interviews to Mauro Veglia, Vice President of Customer Service of Fiat Automobiles.
Mr Veglia talks about the new strategy of Fiat Customer Service and the use of the Human Digital Assistant on the web and through mobile phones.
Press Clippings (Italiano):

Il sole 24 ore.com >> Si chiama Chiara l’assistente digitale di casa Fiat
Data Manager [...]

A New Customer Service with Chiara – the Digital Assistant from Fiat Group Automobiles
TURIN, ITALY – April 15th, 2008
Loquendo – global leader in speech technology – and H-care – leader in developing multi-channel platforms for self-service and customer care – present Chiara, the new and revolutionary Human Digital Assistant™.
Chiara is H-Care’s virtual assistant and voice [...]

Fiat Multichannel Customer Caring shortlisted for Mobile Entertainment Awards 2008
Chiara, Fiat’s digital assistant based on H-care’s Human Digital platform has been presented by Comdata and Reitek and selected as finalist at the Meffys Mobile Entertainment Awards 20008 in the category “Innovative Business Model”.
‘Fiat Multichannel Customer Caring’ stands for an innovative Customer Care project aimed at [...]

Barcelona, 11 February 2008

The Video Call Center developed for Fiat Group Automotive is the first to embed a human-like digital assistant for automated customer service on the phone and on the web.
The Fiat Video IVR Service will be presented by Reitek, producer of ContactCT Highway technology and featuring H-care’s Human Digital Assistant.
The new Fiat [...]

Chiara on web car configurator, test drive booking, video call center inbound and outboud.
New Customer Service with Chiara, Fiat’s Automobiles new digital assistant.