New Product From InteliWISE Injects IQ Into FAQs for E-Commerce and Corporate Web Sites
SUNNYVALE, CA and WARSAW– (Marketwire – 03/24/10) – InteliWISE, a leader in meshing natural language processing and virtual conversational agent technologies to heighten the effectiveness of e-commerce and corporate websites and Intranets, today announced its new product.
According to a Forrester report released in December 2009, among US online consumers, 57% are very likely to abandon an online purchase if they cannot find quick answers to questions; 36% of US online consumers strongly prefer to find answers for themselves rather than reach out via telephone or email, while only 28% of US online consumers prefer to contact companies via telephone or email rather than using a company’s Web site to get answers to their questions.
Recognizing the FAQ as a website section promoting self-help, InteliWISE’s interactive FAQ Agent with artificial intelligence is positioned on a website and: launching of FAQ Agent, a new interactive solution intended to serve website visitors that have found the FAQ section of websites they frequent to be less than helpful in answering their questions or resolving their problems.
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 that may include text product description, hyperlink to product presentation, or any other form of presentation.
Finding information easily on a website ranks high for both online shoppers and online merchants alike,” says Lauren Freedman, president of E-Commerce consultancy E-Tailing Group. “When website visitors can’t readily get answers via an FAQ section of the website, they often abandon their journey to make a purchase or resort to sending an email or calling a website’s contact center. When self-help doesn’t pan out, not only are online visitors inconvenienced or frustrated, but costs surge for the online merchant. It’s a no-win situation for everyone.
InteliWISE CEO Marcin Strzalkowski says
IntliWISE’s FAQ Agent, which after an initial set-up fee costs an enterprise about 10 cents per customer engagement compared to $5 per customer engagement via a call center, is intended to transform an FAQ from a static entity to a dynamic, interactive tool — and in the process increase both online shoppers’ and online merchants’ satisfaction.
Poland’s LOT Airlines (www.lot.com) utilizes InteliWISE FAQ Agent, and U.S. companies such as Comcast and State Farm Insurance have successfully deployed intranet trials of InteliWISE FAQ Agent to help their respective sales training efforts.
Strzalkowki noted that depending upon the complexity of a website’s FAQ section, the time it takes InteliWISE to customize an FAQ Agent’s integration with an existing website FAQ can be between one week and three weeks.
Pricing for InteliWISE FAQ Agent ranges between $5,000 and $15,000 to establish its presence on a website, and also includes an additional charge of 10 cents per customer engagement for e-commerce applications.