Knowledge Enhances the Contact Center Customer Experience
We're happy to report that our RealDialog Agent Assist solution was featured on destinationcrm.com and in CRM Magazine in an article entitled "Astute Starts Speakin' Your Language."
As a short background for our readers, our Agent Assist solution is designed specifically to help contact center and customer service representatives get answers to customer questions. It understands plain language and delivers consistent answers quickly--regardless of how the question is phrased.
Why is this so important? As customer-focused professionals, many of us are familiar with keyword search and its shortcomings for customer service in the contact center and on the Web. When a contact center agent searches for 'warranty information' in a traditional contact center knowledge base, the system may return 100 documents or links that the agent must evaluate to (maybe) find the answer. From time, cost, and customer satisfaction perspectives this is unacceptable.
Agent Assist, on the other hand, provides a direct and specific answers that helps the customer service agent address the customer's issue quickly.
Imagine, for instance, if a customer were to call in to ask if a defective product were still under warranty. A customer service representative using Agent Assist would simply type in that question verbatim, and then be prompted to procure specific information from the customer ("Get the serial number"). The system would then provide the agent with relevant, appropriate scripted directives for that caller ("Send the product in to be replaced," or "Here are six nearby locations that can repair it").
Agent Assist also stores customers' questions so they can be retrieved for later use, creating an ability to "learn" from past queries to generate better responses in the future.
In the end, customers are happier because they get their questions answered quickly and reliably, agents are more productive and efficient, customer satisfaction increases, and costs are drastically reduced. And our customers have the results to prove it.
To read the complete article on CRM Magazine's website, visit http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Astute-Starts-Speakin'-Your-Language--47211.aspx