Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Inteli Wise Answer Now Contact Centers 1.71


Published on

InteliWISE Self Service Agents that increase customer experience and optimize customer support costs. see at

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

Inteli Wise Answer Now Contact Centers 1.71

  1. 1. InteliWISE Self Service Agents Virtual Agents with business language recognition for Contact Centers !   Superior multichannel customer experience !   Leveraging live agent productivity !   Lowering cost of interaction Marcin Strzalkowski +48 506 66 33 22 1
  2. 2. InteliWISE Corporate Overview !  Founded in 2005 with the vision of changing the way business websites communicate with millions of customers !  We are a Next Generation/ Web3.0 Conversation Agent solution provider, in SaaS platform integrating AI, Video, Audio !  Focusing on Virtual Agent technologies to grow online businesses !  Silicon Valley company (Sunnyvale, California) with development in Europe (Warsaw/Poland) !  Funded by Asseco Group, but largely by Founders, strategic support from Intel Capital !  Executive Management all veterans of the Software Industry with a combined experience of over 50 years with a track record of building successful companies Intelligent Customer Care across all platforms, improving satisfaction, increasing sales and reducing operating expenditures 2 INTELIWISE | Next Generation Self-Service Platform
  3. 3. More and more Clients are realizing the benefits of this Platform…. 800 business clients, including: Food and Small Technology distribution Transportation manufacturing !   InteliWISE have created one of the most interesting avatars on the AI market – Newsweek Media & !   Best Website, WebStarFestival Awards !   Award at Technicon Innovations Fair !   ComputerWorld „The Most innovative Broadband Service” INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 3
  4. 4. Why Virtual Agents are getting on popularity? 3 challenges to overcome Business challenges !   68% of online users are most frustrated if cannot interact with a knowledgeable ‘Hi there! I need support consultant right now, right here!’! !   Great deal of support is a ‘must’ when migrating clients to self service tools !   On average 90% of all customers ‘How the heck can I find queries are calls this ???’! !   The average cost of live/call contact with customers is $5 – $35. !   In 2008 users viewed 140M video files ‘C’mon, it’s a YouTube era !   Difficulty of cutting through information now’! clutter - Traditional enterprise content not engaging anymore Source: Forrester 2007, Harris Interactive Report CER 200, Jupiter (Media Metrix), McKinsey 2005, PBI 2008 Customer Care Report INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 4
  5. 5. Challenges for Contact Centers in the media convergence era !   Improving customer experience while controlling customer service cost !   Maintaining agents skills & response quality at high workforce rotation !   Providing convenient, consistent service across all channels !   Meeting all this metrics: number of interactions handled by agents (e.g. contacts per agent-month), First-Contact Resolution (FCR), Average Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average Speed of Answer (ASA), call abandonment rate, IVR completion rate, number of escalations, service level compliance rate, etc. INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 5
  6. 6. Natural Language Processing is one of the leading BP automation technologies !   Innovative internet technology– that more and more companies are using globally !  Users are using their own language and more of its voice and sounds, instead of keyboards !   InteliWISE delivers award – winning solution that combines !   AI technologies to help understand users’ intention when they ask questions their own way !   Interactive video and voice - to build great customers experience INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 6
  7. 7. InteliWISE Self – Service Agents, with rich video, innovative technology that more and more companies are using globally !   Avatar: active invitation for user interaction This is the video “person” that interfaces with the web user (hundreds to choose from) !   See what is said: web knowledge presented through dialogue and text — based on best- in-class Artificial Intelligence technologies !   Query communication box: user can input questions in natural language, then the Virtual Agent displays and speaks the correct answer INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 7
  8. 8. Behind these Conversational Agents is… Rich Technology Patented technologies comprise: !   Artificial intelligence analysis engine, based on the semantic web concept and neural network algorithms; !   Natural language processing engine, based on multi-source knowledge bases; !   Text to speech technologies; !   Dynamic, context-based video animation engine. Integration with an external speech-recognition module. INTELIWISE: PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU
  9. 9. Enterprises use Agents For key enterprise areas, where user’s engagement is the key INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 9
  10. 10. InteliWISE Contact Center We deliver tools for improving live agent productivity !   AnswerNow™ Call Center Search Technology !   Available to Contact Center agents, our Semantic Search immediately help finding answers to customers questions, that are on the phone now !   Contains intelligent scripts, that contextually prompt answers !   Can be integrated with current intranet CC portals or script tools !   Virtual Trainer for Call Center agents !   eLearning video – rich application that shortens employees learning curve !   Rich reporting statistics help collecting feedback from new employees !   Can be integrated with current eLearning applications COMCAST | INTERACTIVE CONTENTS & SERVICES GUIDE INTELIWISE  |  THE  INTELIWISE  DIFFERENCE   PROBLEM  WE  CHALLENGE     10
  11. 11. Statistical Reporting & Analytics, that help to capture employees intentions !  Users satisfaction ratio !  Number of conversations (time/ user breakdown) !  Number of questions responded / redirected to helpdesk !  Number of unrecognized queries !  Number of answeres redirected to Google / Other search INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 11
  12. 12. Talk with our Agent: 12 | Next Generation Self-Service Platform