Success story – Comcast
The InteliWISE AnswerNow™ Agent is a host at the ComcastTraining.com website.
Overview
The InteliWISE AnswerNow™ Agent serves as a host at the ComcastTraining.com website. It answers Comcast web users’ questions in the following areas:
- Comcast Training troubleshooting and usage processes
- Comcast Training resources
- Comcast products
- Comcast organization
- Field Representative Training resources
Main features
The InteliWISE AnswerNow™ Agent’s main features include:
- Accepting the user‘s input question in natural language thanks to the algorithms supporting the natural language recognition process
- Offering suggested questions in regards to activity scenarios
- Methodology for the integration with external data systems
- Methodology for audiovisual knowledge presentation
- A contextual video presentation module
- giving an answer found in one of many sources and saying it out loud using text-to-speech synthesis.
Location and design
The InteliWISE AnswerNow™ Agent (character #88) is located in every section of ComcastTraining.com in the top-right corner of the screen. If a user clicks the input field, the window expands, and the Agent appears.
Results
The InteliWISE AnswerNow™ Agent:
- leverages internal users’ experience through a powerful search engine, ensuring a high level of response accuracy
- ensures a better user experience through business language recognition & interactive video
- provides rich insight into customer’s behavior through dashboard and statistical reporting
