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InteliWISE FAQ Agent Convert your present static FAQs into interactive help

Problems we Challenge:

  • Traditional FAQs are Web1.0 heritage - tons of questions and answers, with no interaction and support;
  • Less than 60% of online users believe traditional FAQs can help resolve problems;
  • Customers contact call centers when they are incapable of finding information, increasing the cost base dramatically

How It Can Help:

The InteliWISE FAQ Agent converts your traditional FAQ into interactive help that:

  • Enables users to ask for help or assistance in their own language;
  • Verifies questions with numerous resources, including social networks;
  • Provides customers with a precise, actionable response in sub-second time;
  • Presents the answer, which may include a text product description, a hyperlink to a product presentation, or any other form of presentation

Business case/ROI

  • Cuts operational costs via automation of repetitive questions;
  • Provides answers for less than $1 per conversation vs. the traditional $5 per call

What’s next?

  • InteliWISE will convert your existing FAQ database into an interactive informational tool;
  • Your InteliWISE FAQ Agent can function on your website in less than 7 days

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  • Watch video demo

  • Features & How it works

    VALUE PROPOSITION

    InteliWISE’s New Generation of Video Contact Care Agents is the leading innovative solution in the field of customer self-service/e-care. It is a virtual employee – armed with intelligent software. The agent is able to answer questions like ‘How do I…’, ‘Where do I find’ and ‘Please show me…’, all integrated with traditional e-mail/livechat applications with the ability to be utilized by thousands simultaneously.

    FUNCTIONAL CAPABILITIES

    Excellent Conversational Abilities • Question and response format
    • Natural Language Processing with semantic search - understanding customers’ questions written in their own words
    • Synonym database, correction dictionaries
    • Business processes scenarios
    • Contextual Auto-Complete (search query auto-fill)
    • Auto fill of missed-queries
    • FAQ knowledge base through natural dialog
    • How do I' resolving through natural dialog
    • Up-selling products
    • Assist in filling out application forms
    • Multilingual text-to-speech engine
    Rich video multimedia interface • Video Avatar with lifelike mimics
    • Enterprise search leaping
    • Video Avatar interface for interactive dialog experience
    • Multimedia, audio, print, and click-to response formats
    Seamlessly integrated with leading self – service tools • Integration (through API) with leading self – service systems: Genesis, Avaya, Cisco
    • Integration with Live Assistant phone Call-Back
    • Integration with CRM, billing and other business IT system
    • Scalable high-volume multi-session simultaneous care operations
    • Call center script scenarios embedded
    • Click to live chat if necessary integration (upon request)
    • Index search engines (incl. Google, Oracle) integration for DON’T KNOW responses (upon request)
    • Speech recognition integration (upon request)
    • Semantic intelligent translation of queries - involving misspellings, prefixes and synonym word choices
    Behavioral web analytics • Rich statistical reporting with audit tracking, measurements, paretos, real-time dashboards, + conversational histories (6 months minimum)
    • Statistical reporting of topics addressed, asked, searched

  • More

    On average 70% of all customer inqueries are non-revenue relevant; replies can be automated

    • Fact: customers formulate their questions in their own words
    • Customers have their own logic in the way they ask questions; they simplyask: where’s my account number?, or, what’s my balance?, or, how can I register?
    • Research shows that 62% of customers are NOT satisfied with how the online search systems find results to their queries
    • When they don’t get the right answers, they call your call center, overloading your operators with questions that don’t add much value
    • InteliWISE technology enables automation of non – revenue relevant questions, providing a huge cost - savings

    InteliWISE technology understands customer questions & provides actionable responsesat +90% accuracy

    • This technology understands customers' questions written in their own words
    • Accepts misspellings and grammatical errors
    • And still provides responses at more than 90% accuracy
    • Interacts with users more effectively than traditional web-self service tools
    • Huge cost savings: $0.03 to $0.07 per conversation (depending on volumes)

    Navigates to Video Multimedia tutorials that show the answer

    • InteliWISE technology understands the user’s intention – what users have on their mind
    • Agent immediately navigates to desired content, opens flash presentations, application forms, Video
    • Video can better explain the answer, thus minimizing calls to your Contact Center

    Integrates with live chat, and social media

    • Integrates with leading livechats (Talisma, LivePerson)Responds with “Please leave a message” when Live chat operator is not there
    • Pre – filters topics of conversations before engaging a live agent into problem solving
    • Can integrate with call center systems like Cisco Voice Portal, Avaya or Genesis through an API (application program interface)
    • Scales to adapt to changes in traffic of queries for your contact center

    Automated customer contact from $0.03, versus $3–$25 for operator handled calls

    • Gets the message to the user more effectively than the traditional web-self service tools, without human interaction
    • Brings down cost per conversation to $0.03-$0.07 per contact
    • Delivers full reports on users’ behavior
    • Enables 1000’s of conversations in real time
    • Proven to reduce up to 70% of queries to helpdesk or call center contacts