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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!