Inteli wise next gen helpdesk 1.2
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Transcript of Inteli wise next gen helpdesk 1.2
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Next Gen Helpdesk from www.inteliwise.com
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InteliWISE.com+48 503 007 654+1 415 230 0552
InteliWISE Automated Chat (Virtual Agent)
& Live Chat Service Tools
Next – gen Service DeskBetter Help, Faster Response
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Background / Why important? • Traditional Help Desks increasingly migrate into self – help
Service Desks
• Internal customers want more than just IT tech issues
• HR, facilities requests, quick help questions
• Strategic corpo initiatives aim at lowering service cost (TCO)
• via switching from Walk up & phone to Live chat and self service
We provide these…
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Why Live Chat
• A text – based Live Chat is now the second preferred contact method after a call to call center
• A perfect alternative to call center for those customers who can not make a call (noise, open - space at work etc)
• It allows the fastest and most natural reactions to vendors' cart abandonment "- a key issue in e-Commerce
• It costs much less than the telephone, the efficiency exceeds 25%
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What we offer
We provide the most – cost effective support tools for service desk and help desk:
• Intelligent Virtual Agent, for a precise, self – service, automated support
• Integrated Live Chat / Web chat, for more complex problem resolution
• API for escalation to phone / call center
Our automated & live tools help
* migration from help desk with high calls volume into self – help service desks
* help agents and organizations in reducing call volume and cost optimization.
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Our system: Elements & escalation
Virtual Agent
Automated Q&A support
Live Chat
Live Assisted support
InteliWISE system Escalation
API for call escalation and transcript export
to any existing call center
Service Desk - Self-Service Offering: Tips Consistent Look & Feel
Keep it Simple Training Users when to Use Self Service
Leverage the Phone System Knowledge Integration
Make it Easy for Customers to Use
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Self- service, automated help
• Entry point to a modern, virtual ServiceDesk• A powerful, self – service software that
• understands intent of customers’ problems
• provides instant responses, at a stunning cost of below $0.10 per interaction.
• Works like a combination of Search and automated FAQ help system with live chat• Supports self – learning of the whole system
Our system: What is Virtual Agent?
• For a repetitive Tier1 problems incl.• How do I …
• Retrieve my password • Get a permission for
• I want to install … • Why this system does not respond…
Resolves repetitive customer problems up to 10 x less costly than call support, in less than a minute.
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Our system: What is Live Chat?
Integrated Web Chat
• Problems that are not resolved by an automated Virtual Agent, are escalated to a live chat • This software that enables text chat between live agents and online users• Works in real time, instantly • Significantly helps in resolving more complex customers’ problems and process with transactions • Can seamlessly transform to a phone connection (upon integration feasibility)
• For more complex Tier2 problems incl.• Personalized tasks • Complex issues requiring personalized
support • Transactions completion
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Flow | Scheme
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Assistance is available every time, by automated Q&A or live chat
System guides step-by-step with clarifying questions
System understands where exactly shopper is (or what problem he may have) and suggests a contextual help Switching between live
(chat) help & automated Q&A at any moment
What users / vistors see ? • Example – side TAB WIDGET
User can rank answers and help scenarios
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How Live Agents (operators) chat with users?
Active chats (with number of new chats indicated)
Canned responses Pre- set responses for a quick Copy&Paste
Live Chat flow windowWith user stats (location, name, identification)
Chat Forwarding & EscalationTransferring chats to other skills (other operator)
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How customers are invited ?Invitations are launched by Triggers – they define the precise moment for Engagement
The aim is to approach users before they make a call or abandon the process
Identification of the precise moment of customer engagement is critical to ensure the maximum benefit from the Virtual Agent.
Our system is uniquely equipped with a set of triggers and contextual support scripts, that help identify the precise moment at which engagement should be offered and effected.
Features
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Intent Recognition + ‘what’s next’ suggestionsThe powerful intent recognition technology will enable to understand a question and provide Instant Answers.
Our predictive search provides the feature known from web based search – auto-complete.
The difference is that InteliWISE auto complete suggests search results based not only on a keyword search, but more importantly on - The meaning of the question- Previous customers’ searches around the specific problem
Auto-complete
‘Next-step’ suggestion
Features
How chats are automatically handled?
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Scripts allow for defining important messages Any Support or Marketing messages can be designed in minutes with Scripting feature.(The system offers a lots of pre-defined scripts, too)
Features
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• The real –time performance statistics:
• Volume of chats taken by Agent• Number of abandoned chat• Time to respond (% of chats accepted in n-seconds), • Volume of orders as an effect of chat • Agents’ productivity • Full transcript of chat conversations
plus
Top 100 shoppers’ pending questions
• All data is instantly available via the web – based reporting system or e-mail alerts
Reporting, Statistics
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Reporting, Statistics: chat volumes
• Chats Volume • Taken by Agent• Not Taken within (n)
seconds by operator • Abandoned chat
• Chat depth & length
• Escalations Type • Chat escalated to Call • Chat escalated to
Virtual (chat) Assistant
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Reporting, Statistics: transcripts
• Live Chat Transcript
• Full Chat Transcript
• Chat Transcript Filtering
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Reporting, Statistics: Routing & Productivity
• Chats Routing & Waiting times
• Conversion/ Sales Performance
• i.e. Volume of orders as an effect of chat
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Reporting, Statistics: Agent Productivity
• Agents (Operators) •Productivity
• By type of invitation • By case / location
• Departments/ skills (i.e. customer service, sales, retention productivity
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Pricing, Plans
Usage fee – monthly billing - Example
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Pricing, Plans
Set – up fee / installation - Example
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We provide innovative automation tools for transforming to ServiceDesk
Automation – a key element to transforming to a Service Desk
– Reactive to Proactive– Enables Service Level Monitoring– Automate Repetitive Tasks– Automate Ticket Creation (Auto-ticket Creation)– Automatic Routing for Consolidated Services– Automate Escalation– Ensures Quick Customer Response / Acknowledgement– Ability to do More with Less = Lower Cost
Complete solution for an additional tool for phone / call center * for those customers who can not make a call (noise, open - space at work etc)
Fully cloud – based, integrated solution (on-premise in option)
Flexible API for data exchange
Real – time reporting
Why inteliWISE
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What we offer
The “turn – key”, comprehensive live chat solution for any online store or transactional web site:
• In the full model of outsourcing services
• "Hire" highly qualified personnel, consultants, training, billing, etc.,
• Inbound (support) chats and outbound / outreach chats
• Customer Service • Help Desk • Technical support • Sales • After Sales • Prospecting • Customer Relationship Management
• On your web site or your online store even within 24 hours
• No edits required in the site structure nor content
• The entire solution works in an innovative "cloud”
• Multi-language
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References & Clients
Volume of interactions: we have served more than 8m conversations for our clients…
… with a more than two-digit dynamics in the last quarter
+50 global Customers of InteliWISE service
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About InteliWISE
Leading provider of cloud-based live
chat and virtual agent software
For our customers – both SME and F500
companies- we run more than
8,000,000 customer interactions without
live human involvement
Our Virtual Agents provide a self –
service assistance at less then $0.1 per
interaction – significantly cheaper than
call center operators
We are a Silicon Valley company
(Sunnyvale, California) with development
in Europe (Poland)
An Intel Capital portfolio company, and a
Public Company in Poland (New
Connect)
A US Patented technology
Within Top10 leading providers in the recent Forrester Research report*
* Five essential … Forrester Report, November 2011