HUAWEI Introduces Intelligent Virtual Agent Celia To Resolve Consumer Queries

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Huawei India has introduced a new intelligent virtual agent called ‘Celia’ to address customer queries. This feature is available on the company’s service app, SUPPORT as well as on the website, https://consumer.huawei.com/in/. This feature has been implemented 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 as stated by Huawei.

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.

This Virtual Assistant feature 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.

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.

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