Web Self Service

The InteliWISE Web Self Service platform provides an engaging Customer Care Solution (CCS) with advanced contextual search features at a fraction of traditional live support cost.

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• How it works
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Choose the InteliWISE AnswerNow™ platform for a great Customer Experience at a lower cost of service!

InteliWISE provides the industry leading web self service platform, which enables the customer to select preferred service methods dynamically. The InteliWISE solution directs customers to the right service channels through AI based client interactions. By right-channeling customers to the lowest cost channel, we lower overall customer care cost.

"From a customer service perspective, right-channeling means providing your customers with satisfying service through the lowest-cost channel."
(Forrester Research, 2010)

InteliWISE web self service platform is applicable in Contact Centers, Helpdesks, and self–service portals.

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Main features

Modular Components

1. Modular components can feature lifelike Avatar characters, the deploy contextual search and "scenario based" Conversational Scripting to "crack" customers' problems by providing immediate answers and solutions.

Multi-Platform Integration

2. The Platform seamlessly integrates with existing customer service tools such as e-mail, chat, call center apps. It routes unanswered queries to traditional service channels, including e-mail or click-to-chat applications.

True Meaning Interpreter

3. The AI System augments existing self-search methods by deployment of a powerful semantics engine. The AI engine extends beyond simple keyword matching algorithms, and finds the true meaning of a customer’s question thereby delivering better answers Customer satisfaction is improved through better response.

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InteliWISE "Self-Solve" platform lowers customer service cost for complex processes such as:

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ROI / benefit expectations

When compared with traditional support methods:

• E-mail is ubiquitous but has as low as 60% user satisfaction*
• Telephone support is widely offered but costly*
• FAQs and help sections leave a lot to be desired*

* Forrester Research on Web self service, 2010

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Deployments of InteliWISE AnswerNow™ platform has proven to:

• Decrease in customer frustration when seeking answers to questions
• Engage customers with advanced technology that is warm and inviting
• Provide multiple methods to help customers find a solution on their own
• Empower the customer, and improving their perception of your company

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Benefits

• Immediate customer contact from $0.03, vs. $3–$25 for live agent handled calls
• Problem recognition at over 90%
• Full reporting statistics on users' behavior
• Thousands of real time conversations - at the same high-quality
• Proven to reduce up to 70% of helpdesk queries and call center calls
• Adaptable to contact center query traffic changes

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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 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