IntelliResponse and AGT/InstantService

AGT/InstantService’s real-time integration with IntelliResponse dramatically improves Agent productivity and improves customer satisfaction with seamless self help to live help transition.

The AGT/InstantService - IntelliResponse integration provides immediate answers for customer questions posed in chat and email and presents agents with end user self help activity history for reference during chat / email conversations.

Features include:

• Seamless integration with IntelliResponse via web services
• Escalate end users from self help to live help with session history intact
  • Viewable by agent
  • Self help transcript appended to live chat transcript
• Insert KB content, or push links to KB articles with single click
• Email subject / body automatically parsed by IntelliResponse and broken up into logical questions with answers provided and ability to insert all answers or single answers with one click – huge Agent efficiency gains
• Chat question posed by customer automatically answered and self help session immediately available
• All available IntelliResponse instances are searchable with all quick insert functionality available in the integration
• Decision tree navigation available, immediate access for agents to all KB instances with Advanced Search and Filtering capabilities

For more information contact Marc Bissell, Director of Professional Services at (206) 336-7017. Or visit www.instantservice.com.