(Toronto) May 1, 2007 – The vast majority of calls and emails received by IT Help Desks are routine in nature. Most Help Desks utilize FAQ lists as their primary source of answers to these common questions. The problem is that only 30% of questions can typically be answered by FAQ lists, meaning that the other “less common” questions must be answered by “Googling” enterprise content, searching private lists, and managing “yellow sticky notes”.

While this approach works effectively for highly knowledgeable staff who have worked in these positions for some time, it doesn’t scale. New staff training and development is severely hampered by a lack of tools that can be characterized as the “Automated IT Help Desk Agent”.
IntelliResponse helps IT Help Desks scale by improving the productivity, effectiveness and satisfaction of staff. There are two primary ways IntelliResponse drives value:

1. Web self-service – the visitor self-serves and finds answers themselves
   
2. Agent assist – calls or email come directly to the Help Desk staff and they use the IntelliResponse application to find the answers to common queries

Delivering results – University of Windsor reduces calls by 20% after implementing IntelliResponse. In the publication “Help Desk Report 2006”, Sean Moriarty (I.T. Services) stated “There are a number of reasons why the total number of calls has decreased. The major reason is the HelpDesk’s implementation of IntelliResponse. This has proved to be tremendously helpful to students in answering their questions quickly. In September alone, over 8,500 questions were answered on the topic of using the student e-mail system, and this resulted in the reduction of the number of calls by 20% compared to September 2005.” Read the full story -

IT Help Desks (powered by IntelliResponse) in action:
- University of British Columbia • “AskMe. UBC” for IT Services
- College of Charleston • “Ask C of C”
- Temple University • “Ask a Tech”

About IntelliResponse

IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional web “self-search” tools that force visitors to hunt and peck through a dizzying number of possible answers that are often confusing and ambiguous, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured by a 24x7 research agent then transformed by a rich reporting suite into actionable business intelligence.

With over 125 implementations, IntelliResponse has answered over 20 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.

The largest corporations and higher education institutions in the World trust their web self-service to IntelliResponse, and include TD Canada Trust, ING Direct, American Express, Scotiabank, Ohio State, University of British Columbia and Johns Hopkins.

For more information, please contact:
Paul Smith
IntelliResponse
psmith@IntelliResponse.com
T: (416) 214-9337 x35