Contact Center Solutions Featured Article

Astute Solutions Patents Virtual Agent Technology

March 05, 2008

Astute Solutions announced today that the U.S. Patent and Trademark Office (USPTO) issued a Notice of Allowance for the company's RealDialog patent. The patent covers automated customer service via an intelligent virtual agent that is trained using customer-agent conversations.
 
Human-assisted support has traditionally provided a higher quality of customer service than machine-assisted support, but it is far more expensive due to labor costs such as high turnover rates, training expenditures and rectifying human errors. To avoid these escalating expenditures, companies are opting to reduce costs by implementing self-service solutions. Self-service, however, can go only so far in rectifying customer issues.
 
Astute Solutions’ RealDialog is a Web-based conversational agent system for enterprise knowledge management and self-service that enables end users (Web site visitors, contact center agents, employees, or partners) to ask questions or enter comments as they choose – in “natural” language. RealDialog engages users in productive, human-like conversations to deliver the specific information they need at a much lower cost than traditional support channels. 
 
Through RealDialog’s self-learning capabilities, its ability to identify specific gaps in the knowledge base, and powerful non-technical authoring tool suite; Astute Solutions’ RealDialog customers have achieved information accuracy rates consistently exceeding 98 percent.
 
“Companies struggling to achieve service excellence against efficiency and cost measures are finding out the hard way that traditional key word search and FAQ solutions cannot meet their multi-channel needs,” said Astute Solutions’ President and CEO, Joseph Sanda. “At Astute Solutions, we have an innovative approach that provides dependable answers to end-user questions—no matter how they contact the company. The RealDialog patent validates our customer commitment.”
 
RealDialog also offers organizations more control over the messages and content delivered across all channels.  It can provide answers and guidance in the sales process, which can lead to a higher closure rate, particularly for complex products being sold to novice customers.  Moreover, by capturing and analyzing word-for-word conversations, RealDialog helps provide useful “voice of the customer” insight, which assists organizations in identifying opportunities, trends and threats.
 
For more information, visit www.astutesolutions.com
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is IP Enabled Contact Centres , brought to you by Avaya (News - Alert).

Article comments powered by Disqus

Related Contact Center Solutions Articles

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!