Conversive AnswerAgent™

The need is already clearly understood. Telephony can’t scale to handle complex customer interactions. There is a limit to customer patience with an IVR. There is a limit to how much information can be entered through a telephone keypad. Once you reach those limits you need one human being for every customer that you want to interact with. For the whole conversation.
The Internet provides digital resources that are simply unobtainable in a telephone environment. Graphics. Smart forms. Dynamic data. Easy customer data entry. All of these resources can be made available to your customers 24/7, in real time. Better yet, they are scaleable, redundant, and they don’t call in sick. The difficulty is how to make these resources available to your customers in a fast, friendly format. Customers don’t want to look through 50 search results for an answer. They don’t want to drill down through multiple web pages for the privilege of filling out a form. They want service. They want the solution to be brought to them. And they can have it.

AnswerAgent uses Natural Language Processing to speak to your customers conversationally, answering their questions in the same way that they would be answered by a live Customer Service Representative. Optional animated characters and text-to-speech are available, if supported by your branding strategy. Customer’s decisions are made easier by the dynamic menus that are presented to them, always following the line of the conversation, always clickable by the customer for speedy interaction. Web navigation is dramatically enhanced by the AnswerAgent’s ability to bring web pages and links. Customer inquiries can be answered by accessing customer records, service schedules and other dynamic data, and presenting that information to the customer online. Important business processes can by implemented by bringing the customer the appropriate form in which to enter data. Every interaction is logged and custom interaction reports can be generated that best suit your needs. AnswerAgent is scalable, redundant, and highly agnostic for effective integration with your customer service resources. In short, AnswerAgent is the perfect front end to whatever business processes you want to accomplish online.
Customer Self-service is still in its infancy. AnswerAgent is a building block that will stay with you for many years and can follow all of the platform, process and data management changes that your company will go through. Even more important for corporate budgets, it can pay for itself in months. Find out what the AnswerAgent solution can mean to your company’s self-service strategy.

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