Autonomy etalk Web Self-Service

Autonomy etalk Web Self-Service gives control directly to the customers, enabling them to immediately locate information directly from the enterprise's external knowledge base. Customers looking for assistance online expect the same level of service they would receive through the contact center, but manual approaches simply cannot cope with the prolific amount of requests generated in areas as diverse as the help-desk, corporate affairs and investor relations. Autonomy etalk Web Self-Service automatically understands and responds to the majority of online queries, allowing experts or help-desk staff to focus only on those questions which have not been answered previously or which require special attention.

Autonomy’s Natural Language Processing (NLP) technology and conceptual understanding enables IDOL to extract the meaning of each and every question, no matter what language or terminology is used, and retrieve the most relevant answer from a database of approved responses. Questions that cannot be answered automatically by the system - or questions that contain concepts that need to be handled by an expert - can be automatically routed to a specialist. This solution understands the concepts and meaning of the interaction between the customer and the website. It can return to the portal highly tuned information to use to target customers with offers they would be interested in. It uses information from all of the previous interactions with the client to derive the most appropriate promotion.

As Autonomy etalk Web Self-Service understands the concepts and meaning of the interaction between the customer and the web site, all of the previous interactions with the client to derive the most appropriate promotion. Autonomy etalk Web Self-Service enables instant Click-To- Chat that allows customers to talk to either a product specialist or support agent, depending on their need. A skills-based routing engine will route the customer's chat session to the appropriate responder based on the knowledge of the customer and their questions or activities.

Benefits:

• Reduces customer calls to the call center
• Increases customer satisfaction
• Better allocates resources
• Automates response routing
• Audits customer interaction in order to provide continual improvement