HUAWEI’s new Intelligent Virtual Agent ‘Celia’ to take customer experience a notch higher, the new AI assistant uses a hybrid approach to resolve consumer queries

MUMBAI, 12th June 2020 (GNI): Huawei Consumer Business Group India has introduced a new intelligent virtual agent called ‘Celia’ to enrich consumer experience. The feature is made available as an integrated part of the company’s service app, SUPPORT as well as on the website, https://consumer.huawei.com/in/, ready to assist Huawei India users anywhere, anytime. The AI powered virtual assistant responds to the key phrase “Hey Celia” and has high ability to field questions and address customer queries.
This smart assistant is available 24*7 and supports quick trouble shooting with seamless transition from chat to human agent, without any delay in processing new information request. Celia has the capability to provide guidance in buying a new phone, warranty queries, locating device’s problem and completing all prerequisites before sending the device for repair.
Celia’s arrival underlines Huawei’s commitment to deliver the latest technological advances to consumers across the globe. It comes with a multi-function interface, multi-round operation and multiple styles of answers making it easier to understand. The answers are displayed in the form of text, links, collection, pictures as well as GIF and JPGs. Celia provides precise answers which could be on detailed parameters and specifications and transfers the chat to online human agent on request.
“We constantly strive to introduce breakthrough innovations to our consumers. Through Celia, we want to add value and provide convenience by resolving personalised queries. It empowers users to control functions with the help of an intelligent assistant. Huawei will continue to offer resilient AI offerings to enhance consumer experience,” said Huawei Spokesperson.
Celia takes a step-by-step route to give users the most efficient solution to their problems. The user needs to tap on the scenario and related answers pop up. Both Celia and human agent is always ready to help the customer whenever required, providing convenience by making access to information and services simple, quick and frictionless.
Celia is now available on HUAWEI’s official web and support application.
About Huawei Consumer BG
Huawei’s products and services are available in more than 170 countries and are used by a third of the world’s population. Fifteen R&D centres have been set up in the United States, Germany, Sweden, Russia, India and China. Huawei Consumer BG is one of Huawei’s three business units and covers smartphones, PC and tablets, wearables and cloud services, etc. Huawei’s global network is built on almost 30 years of expertise in the telecom industry and is dedicated to delivering the latest technological advances to consumers around the world.
For more information please visit: http://consumer.huawei.com