Are You Facing These Challenges? 

• Customers expect a self-service channel – we’ve tried Site Search but it simply doesn’t work well for website self-service
• Our call center costs continue to increase – we need to find innovative ways of reducing costs while maintaining service level
• Our Call Center staff turnover is high and as a result the quality of service is inconsistent
• Regulatory and compliance requirements mean the Agent responses must be accurate and consistent
• We don’t have a systematic way of capturing and leveraging the Voice-of-the-Customer

IntelliResponse Solution for Customer Care & Service

• Website self-service - IntelliResponse is the antithesis of Search – it acts like a “Virtual Agent” and provides One Right Answer to visitor queries in a conversational style. It also identifies questions that the visitor is likely to want to ask based on their previous question, and “auto suggests” these to the visitor.
• Reduced calls and emails - studies show that 90% of customer questions are routine in nature and have a single answer. IntelliResponse excels at answering these questions. As a result, the number of routine calls and emails are reduced dramatically
• Agent productivity – Agents are given access to the same knowledge base as customers. Every Agent query is answered with a single, correct and approved answer – ensuring consistency and quality
• Reduce compliancy risk by providing single, consistent, approved answers to all stakeholders on risk based topics
• Voice-of-the-Customer - Capture and aggregate all customer questions and transform them into actionable ideas into new services and processes