AssistedResponseAgent™

The Call Center is ground zero for your customer care. Operating budgets are enormous. Training, recruitment and management costs are a never-ending treadmill. Not to mention the sunk capital costs. But now you have a new challenge. The Internet. Your customers are going there. You know that there are big cost-saving opportunities. But shouldn’t there be a way to exploit the resources that you have so painstakingly developed in your customer service center? Shouldn’t there be a way to lay that last mile of railroad track that divides these two essential functions? Shouldn’t you be able to use all of your human, data and systems resources in an online environment and gain the best of both worlds? Now you can.

AssistedResponseAgent is a revolutionary product that for the first time integrates all of the human, process and data resources of the Call Center with the cost savings and scalability of the Internet.

AssistedResponseAgent has all of the features and capabilities of AnswerAgent. But it provides more as well. For those companies that want to provide that level of customer service that only human beings are capable of, the AssistedResponseAgent uses Conversive’s patent pending escalation process to seamlessly refer any question not immediately answerable by the Agent’s NLP engine to a CSR. The CSR receives the question through Conversive’s advanced message controller. Every aspect of the transaction is logged, and time records are kept. Routing can be based on skills, location, availability or other factors. CSR’s are provided with a highly advanced interface that includes short cuts, editing capabilities and suggestions from our NLP engine. Once the reply is sent, the engine takes over the conversation again, and continues to answer every question that it can.

Useful graphics are provided. Forms are presented. Problem tickets are generated and entered into the CRM system. The burden on the CSR is dramatically less than a comparable web chat conversation, because most of the burden is carried by the engine, with only occasional questions being escalated to the CSR. In addition to high-touch customer service, it is easy to see that the AnswerAgent solution is ideal for cost-effective service at help desks, travel booking services or other applications where complex information is being provided over the Internet. AssistedResponseAgent is the last mile of railroad track tying together the Internet and the Call Center. It leverages every human, process and data resource that you have invested in and makes them available online, in real time, with no phone calls or emails. Find out how it can impact your customer service strategy.

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