IntelliResponse Virtual Agent technology provides unrivalled accuracy, relevance and clarity to inquiring consumers. These capabilities effectively empower the consumer with the confidence to know that they are making informed decisions about the policies, products and services that IntelliResponse clients provide.
The brains behind IntelliResponse, the 1RA criteria matching engine forms the core of the platform by matching questions against criteria stored in the system in order to retrieve the One Right Answer. The 1RA criteria engine operates based on a set of customizable rules which define the types of natural language questions that should match with a particular response. Each question posed to the criteria engine is evaluated against a set of criteria that consist of regular words, word combinations and phrases, as well as rules for combining these terms.
The criteria engine evaluates each question and produces a score for that question as it relates to each approved response. This process is completed against all responses, and then the highest score matches the question to the most appropriate response. For example, this powerful, patented process empowers and understanding that “Do you accommodate private functions” and “Can my daughter have her birthday party at your restaurant” are essentially the same question and require the same answer.
The IntelliResponse Virtual Agent technology recognizes the intent of a question and is able to deliver the one right answer and/or ask for clarification in order to be able to match the question to the right answer.
The natural language interpreter allows IntelliResponse VA’s to accommodate a variety of short word forms, question fragments and other common data input errors that would stop many self-service technologies in their tracks. This feature can effectively “clean up” the question entered by the user by normalizing data, correcting spelling, substituting simile’s and generally preparing the question prior to it being processed by the criteria engine and being matched to the appropriate answer
IntelliSuggest is IntelliResponse’s enhanced version of “predictive search”, which improves answer accuracy by as much as 20%. Imagine combining the benefits of advanced auto complete techniques, with the ability to intelligently suggest the best answer as the user types their question or search terms – this is IntelliSuggest.
As soon as a user starts typing into an IntelliSuggest enabled VA, IntelliSuggest can display up to 5 possible matches in real time, ordered in priority according to the most likely match.
As the user types more words and characters thereby increasing the clarity of their question, IntelliSuggest reorders the matches in real time and highlights the match that is the most probable right answer.
Related questions allow clients to build intelligent relationships between responses in the IntelliResponse system, effectively creating a natural path for the consumer to follow as they work towards completion of their goal.
This allows for a strategic and prescriptive approach to self- service, as the consumer is provided with new and relevant information as well as follow-up questions or invitations to purchase. When a user views an answer on the web site, the related questions list contains responses that have been intelligently linked to the current response.
Top 10 Questions is the IntelliResponse dynamic top 10 list, a feature that creates a constantly evolving list of the most relevant questions based on what’s actually being asked by consumers. The rolling timeframe for this list is configurable by specific categories or by time (e.g. you can look at a timeframe as small as the last day, or as large as the last 365 days).
Suggested questions allow responses to automatically present alternative questions based on similar keywords that match additional responses in the content database. This feature automates the process of presenting intuitive information options to users as they are progressing through their Virtual Agent session.