IntelliResponse is accessed through a branded "Ask Us" user interface on the Institution's website. Visitors ask questions in natural language and receive One Right Answer to their queries. The service is used by website visitors, authenticated customers in a portal, or by employees accessing an Intranet.

Setting it up

Based on the desired uses of the service, IntelliResponse provides "starter kits" that contain knowledgebases pre-populated with the most common questions and answers that website visitors ask - developed from our extensive experience implementing over 140 systems . For example, a Retail Banking site could start with knowledgebases for Accounts, VISA, Mortgages and Online Banking. We also provide a comprehensive customer portal that has best practices, sample user interfaces and branding, project plans, and much more. Our experience shows that a starter kit with 200-300 answers will address well over 80% of the questions that will be asked.

Our Service experts work with your team to customize and personalize each knowledgebase with terminology, style and content that is unique to your institution and the brand identity. We also provide links in each answer to the appropriate pages on your website. After tuning the answers and branding through focus groups, we're ready to go live. Our QuikStart Service offering guarantees you'll be live within 60 days.

How the knowledge matching engine works

The power of IntelliResponse is the patented knowledge matching engine that allows visitors to ask questions naturally - complete with spelling mistakes, grammatical errors and "text speak" - and match it to One Right Answer. For example, there are hundreds of ways a visitor will ask "How can I start online banking?" - IntelliResponse's advanced knowledge matching engine understands all of these ways and matches it to the single, correct and approved answer in the knowledgbase.

In addition to providing One Right Answer, each answer is associated by your team to other "Related Questions" that are most likely to be of interest based on the initial question. So ""How can I start online banking?"" can be associated with "How do I apply?", "What is the cost?", and so on. This technique is extremely useful to move website visitors closer to a business objective set by the institution.

Maintenance & support

Questions change, answers and web links need to be updated and replaced. This is all part of any successful website self-service initiative. Through extensive reporting and analytics capabilities, IntelliResponse monitors the performance and quality of the system, identifying questions that are not being answered and key visitor trends that indicate the need to improve the knowledge base. And IntelliResponse will take prime responsibility for this process - it's called SmartSource.

How IntelliResponse Works

Setting it up

How the knowledge matching engine works

Maintenance & support