© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 1

ANALYST ROUNDUP: THIRD PARTY RESEARCH FIRMS EVALUATE INTELLIRESPONSE

When exploring your options for virtual agents and digital self-service, it helps to get unbiased analysis from objective third parties. IntelliResponse is regarded as an industry leader in digital self-service and consistently gets high marks from independent industry analysts.In this report, we’ve compiled some of the highlights from these in-depth analyst reviews so that you can easily see what the industry experts have to say about our solution. At the end of the report, we also provide links where you can access the original reports, authored by the analysts, free of charge.

© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 2

IntelliResponse Ranked #2 out of 100+ Firms OPUS RESEARCH KEY SCORING CRITERIA There are over 100 providers of “chatbots” and intelligent automated agents to support mobile search or enterprise customer care. For this report, Opus Research has narrowed the field to eight solution providers who have distinguished themselves from a much broader field when subjected to three evaluation criteria that are crucial qualifiers for providers of mobile PVA platforms and solutions:

Opus Research Highlights on ‘Why IntelliResponse?’ IntelliResponse scores very highly, thanks to a long history of problem solving for banks, educational institutions and telcos around the world. It has built robust conversational interfaces that support an enterprise’s ability to provide the “one right answer” to questions that are posed in a customer’s own terminology. In many instances it has installed conversational systems that track the intent and meaning of a customer’s utterance.

EVALUATION CRITERIA INTELLIRESPONSE SCORE OUT OF 5

Mobile Focus: Has made significant investment to bring a mobile channel focus to its offering.

Conversational Beyond natural language processing, conversation Interface: management detects context and exhibits human-like behavior to take turns in the course of interacting with individuals.

Multiple Having multiple, successful implementations reflects Deployments: that the platform is a mature, generally available product that is in operation and supported commercially by the parent company.

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Opus Research Awards IntelliResponse Top Tier Rankings

“Champions” receive high scores for most evaluation criteria and offer excellent value. They have a strong market presence and are usually the trend-setters for the industry.

Info-Tech’sChecklistonIntelliResponseBenefits • IntelliResponse Virtual Agent is a privately hosted, SaaS product that can be embedded into any website, mobile, or social channel to facilitate customer self-service. It can also be deployed on the agent’s desktop to assist with agent-facing service • IntelliResponse’s Virtual Agents can be deployed on organizations’ websites, social media sites, or in the call center. These virtual assistants can provide quick answers in a chatbot style or in the form of customizable animated characters. • The product is a good fit for organizations looking for usability and extreme customizability of their multi-channel self-service solution. • It has an excellent analytics feature, VOICES: a newly introduced algorithm that derives actionable themes and trends about customer inquiries to help drive business decisions. • Optimized for mobile devices and equipped with voice recognition technology, these Virtual Agents have been deployed by some of the world’s largest brands. • The vendor’s innovative approach to pricing is different from competitors: it is based on the estimated annual volume of questions answered from all channels rather than seat-based fees. • In addition to full internationalization at the core architecture level, virtual agents can support a wide array of languages including Japanese, Korean, Chinese, English, French, and Spanish. • Internal search features are strong and include a predictive matching engine used by Virtual Agents.

© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 3

Info-Tech Awards IntelliResponse CHAMPION Ranking

IntelliResponse VA earns an EXCELLENT report card. We recommend that B2C of any size consider IntelliResponse to add cross-channel virtual assisted-service to their customer service application portfolio. Its virtual agents are fast and easy to deploy and can deliver accurate and consistent answers to any customers’ questions, lowering cost to serve and improving customer satisfaction.

Highlights of Greenhill’s Evaluation of IntelliResponse POWERFUL KNOWLEDGE MANAGEMENT SERVICES Knowledge management services are excellent. IntelliResponse packages services required to support a knowledge lifecycle—creating, editing, and deleting knowledge resources and for publishing, archiving, and managing changes to knowledge items.

AUTOMATION FOR FASTER DEPLOYMENTSpecification of matching rules is the most difficult and time-consuming design time task for initial virtual agent deployment. It’s a task that usually requires the assistance of the virtual agent supplier’s consultants. Not the case with IntelliResponse. Automatic Criteria Generation generates the rules completely for every response from a set of representative questions [automatically].

ANALYTIC FUNCTIONALITY Analytic functionality in IntelliResponse is excellent, a key strength and differentiator of the product. Instrumentation is comprehensive. Large sets of predefined reports present information about virtual agent resources, usage, and performance. Powerful and configurable analytics provide deep insights that help analysts understand the effectiveness, and efficiency of virtual agents and themes and trends in customers’ questions.

INTELLIRESPONSE VOICES VOICES is an attractive, useful, and high-value application. Customer service, product, and marketing will use VOICES to develop, implement, measure, analyze, and refine their strategies, programs. Significantly, it leverages IntelliResponse resources; the data that IntelliResponse instruments for its reports is exactly the data that is the input for VOICES. VOICES is a powerful analytic application for IntelliResponse, a significant strength and differentiator.

VIABILITY IntelliResponse is a viable company. Its business has been growing rapidly over the past few years. 2013 was its best year ever for customer growth and revenue. It has positioned itself in a hot market segment. IntelliResponse is a leader in that segment with clear and significant competitive advantages. Product plans will make IntelliResponse more attractive for more applications in its target market.

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Greenhill Analysis Gives IntelliResponse ‘Excellent’ Scores

G r e e n h i l l A n a l y s i s

© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 5

OVUM Recommends Evolving Web Self-Service with Virtual Agent Technology

Why Virtual Agents? • Enterprises need to find more efficient ways to push information to customers via web and mobile channels in order to improve resolution rates in self-service. A market has emerged for virtual agent tools, which use analytics to understand the context behind customer queries and automatically push content and answers back. • Use of virtual agents is likely to grow steadily as enterprises look to improve their web support options. • By implementing an intelligent virtual agent, enterprises can improve query resolution on the Web, increase customer satisfaction, and reduce costs. • Understanding customer behavior and trends is vital for improving satisfaction and experience.

Why IntelliResponse? • IntelliResponse is a key player in the virtual agent market, offering enterprises a complete knowledge management and analytics solution. It has the ability to interpret text and voice queries and then push information directly to customers on web pages, via chat, or through social media. • Enterprises looking for a virtual agent product should evaluate IntelliResponse, a specialist with a well-rounded product offering and knowledge management capabilities. • Enterprises should work closely with IntelliResponse to design and review their online capabilities, matching automated responses to customer needs. They should consider tracking customer satisfaction and challenges throughout the process using the IntelliResponse Voices product. • IntelliResponse’s add-on products, Offers and Voices, provide additional value to enterprises by allowing them to better track customer behavior and improve up-sell opportunities in self-service.

© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 6

OVUM on IntelliResponse Core Products

This product incorporates knowledge management and analytics. It interprets the context of questions on FAQ pages or chat, and pushes the right answer straight to the customer. It uses intent recognition to understand the context and search through existing knowledge articles, before tailoring a direct, specific response to a customer via text.

This product is aimed at improving up-sell and cross-sell opportunities. It uses question matching within an FAQ site and pushes discount codes and offers to customers based on the search. The information appears via a banner ad or within the textual reply itself. The aim is to increase sales without being too intrusive.

This product uses analytics and natural language understanding to determine customer opinion and issues. It provides a reporting option for the enterprise, based on the customer queries and information analyzed by the Answers

ANSWERS

Download All the Original Analyst Reports

Opus: Evaluating Enterprise Virtual AssistantsInfo-Tech: Vendor Landscape: Customer Service Knowledge Management SuitesGreenhill: IntelliResponse Virtual AgentOvum: Evolving Web-Self-Service with Virtual Agent Technology

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Next Steps?Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. The time to deploy a virtual agent solution is now. IntelliResponse Virtual Agents deliver cost savings, revenue opportunities, and voice of the customer insight to hundreds of organizations worldwide. Contact us today to see how we can help your organization meet the needs of today’s digital customer.

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