Download - Inteli Wise Answer Now Contact Centers 1.71
InteliWISE Self Service Agents
Virtual Agents with business language recognition for Contact Centers
! Superior multichannel customer experience
! Leveraging live agent productivity ! Lowering cost of interaction
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www.InteliWISE.com Marcin Strzalkowski
[email protected] +48 506 66 33 22
InteliWISE Corporate Overview
! Founded in 2005 with the vision of changing the way business
websites communicate with millions of customers
! We are a Next Generation/ Web3.0 Conversation Agent solution
provider, in SaaS platform integrating AI, Video, Audio
! Focusing on Virtual Agent technologies to grow online businesses
! Silicon Valley company (Sunnyvale, California) with development
in Europe (Warsaw/Poland)
! Funded by Asseco Group, but largely by Founders, strategic
support from Intel Capital
! Executive Management all veterans of the Software Industry with
a combined experience of over 50 years with a track record of
building successful companies
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Intelligent Customer Care across all platforms, improving satisfaction, increasing sales and reducing operating expenditures
INTELIWISE | Next Generation Self-Service Platform
Technology Food and
distribution Transportation Small manufacturing
More and more Clients are realizing the benefits of this Platform….
! InteliWISE have created one of the most interesting avatars on the AI market – Newsweek
! Best Website, WebStarFestival ! Award at Technicon Innovations Fair ! ComputerWorld „The Most innovative Broadband Service”
Media & Awards
800 business clients, including:
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Why Virtual Agents are getting on popularity? 3 challenges to overcome
Source: Forrester 2007, Harris Interactive Report CER 200, Jupiter (Media Metrix), McKinsey 2005, PBI 2008 Customer Care Report
Business challenges
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‘Hi there! I need support right now, right here!’!
! 68% of online users are most frustrated if cannot interact with a knowledgeable consultant
! Great deal of support is a ‘must’ when migrating clients to self service tools
‘C’mon, it’s a YouTube era now’!
! In 2008 users viewed 140M video files ! Difficulty of cutting through information
clutter - Traditional enterprise content not engaging anymore
‘How the heck can I find this ???’!
! On average 90% of all customers queries are calls
! The average cost of live/call contact with customers is $5 – $35.
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS
Challenges for Contact Centers in the media convergence era
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! Improving customer experience while controlling customer service
cost
! Maintaining agents skills & response quality at high workforce
rotation
! Providing convenient, consistent service across all channels
! Meeting all this metrics: number of interactions handled by agents (e.g. contacts per agent-month), First-Contact Resolution (FCR), Average
Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average
Speed of Answer (ASA), call abandonment rate, IVR completion rate,
number of escalations, service level compliance rate, etc.
Natural Language Processing is one of the leading BP automation technologies
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! Innovative internet technology– that more and more companies are using globally
! Users are using their own language and more of its voice and sounds, instead of keyboards
! InteliWISE delivers award – winning solution that combines
! AI technologies to help understand users’ intention when they ask questions their own way
! Interactive video and voice - to build great customers experience
! See what is said: web knowledge presented through dialogue and text — based on best-in-class Artificial Intelligence technologies
! Query communication box: user can input questions in natural language, then the Virtual Agent displays and speaks the correct answer
! Avatar: active invitation for user interaction This is the video “person” that interfaces with the web user (hundreds to choose from)
InteliWISE Self – Service Agents, with rich video, innovative technology that more and more companies are using globally
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Behind these Conversational Agents is… Rich Technology
Patented technologies comprise:
! Artificial intelligence analysis engine, based on the semantic web concept and neural network algorithms;
! Natural language processing engine, based on multi-source knowledge bases;
! Text to speech technologies; ! Dynamic, context-based video animation
engine.
Integration with an external speech-recognition module.
INTELIWISE: PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU
Enterprises use Agents For key enterprise areas, where user’s engagement is the key
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INTELIWISE | THE INTELIWISE DIFFERENCE COMCAST | INTERACTIVE CONTENTS & SERVICES GUIDE
InteliWISE Contact Center We deliver tools for improving live agent productivity
INTELIWISE | PROBLEM WE CHALLENGE 10
! AnswerNow™ Call Center Search Technology ! Available to Contact Center agents, our Semantic Search immediately
help finding answers to customers questions, that are on the phone now
! Contains intelligent scripts, that contextually prompt answers
! Can be integrated with current intranet CC portals or script tools
! Virtual Trainer for Call Center agents ! eLearning video – rich application that shortens employees learning
curve
! Rich reporting statistics help collecting feedback from new employees
! Can be integrated with current eLearning applications
Statistical Reporting & Analytics, that help to capture employees intentions
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! Users satisfaction ratio
! Number of conversations (time/ user breakdown)
! Number of questions responded / redirected to helpdesk
! Number of unrecognized queries
! Number of answeres redirected to Google / Other search
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS
Talk with our Agent:
www.inteliwise.com
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