Retail
BACKGROUND
- High-speed Internet is transforming the way people interact with retail organizations; after the first bad experience, customers search for the next retailer in the search engine list;
- Major challenges are built around acquiring customers, converting them to buyers, retaining & up-selling;
- Millions of SKUs, thousands of customers and their requests - customers expect answers to their queries, doubts, and claims immediately and consistently through each channel
MOST FREQUENT CUSTOMER PROBLEMS
The following are typical questions that customers call about, when they could easily self-solve by finding information on your website:
- Store locator, directions, hours of operation
- Product availability in a particular store
- Latest store specials/promotions
- Pharmacy prescription refill; outbound notification when ready for pickup
- Order entry and inventory status (internal use)
- Receipts reporting (internal use)
INTELIWISE SOLUTIONS
- InteliWISE delivers a better customer experience by more effectively answering queries verbally on the web and, when needed, facilitating the response with the assistance of multimedia.
EXAMPLES
Products for Retail
What’s next?
Scroll down for more information
-
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 simply ask: 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 huge savings in costs
InteliWISE technology understands customer questions & provides actionable responses at +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
