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AnswerNow™ Contact Center Solutions Delivering a superior customer experience at lower costs

AnswerNow™ Virtual Agents for Contact Centers

  • For use in Contact Centers, Helpdesks, Self–service portals more »
  • Problems addressed: on average 70% of all customer inqueries are non-revenue relevant; replies can be automated more »
  • InteliWISE technology understands customer questions & provides actionable responses at +90% accuracy more »
  • Navigates to Video Multimedia tutorials that show the answer more »
  • Integrates with live chat, and social media more »
  • Automated customer contact from $0.03, versus $3–$25 for operator handled calls more »

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  • 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