Post on 27-Jun-2018
I N T E R A C T I O N S O L U T I O N S
Artificial Intelligence for Maximum Productivity
GETTING ANSWERS FROM
CUSTOMER SATISFACTIONIS A COMPETITIVE FACTOR
Maximize your customers’ satisfaction through the leading response management for written
customer communication. Sematell solutions support your service center in perfectly understanding
all inquiries, allocating them to the right contacts, and delivering the right answer in seconds flat
‒ either automated or semi-automated. Giving the right answer will help you to achieve a greater
perception of quality, which means loyal customers.
Omni-Channel all-inclusive solution:
all written customer contact
channels, incl. social media
Outstanding precision in more than
40 languages, developed at the DFKI
– the German Research Center
for Artificial Intelligence
Flexible scalability for
small and large volumes
of customer inquiries
Absolute reliability in
routing (staff allocation)
and in selecting the
right response
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INTELLIGENT AUTOMATION RAISES PRODUCTIVITY
Optimizing the performance
and efficiency of customer service
Easy-to-use technology through
its intuitive graphic user interface
in a total of 6 languages
High level of transparency in
reporting for historical and real-
time diagnoses as well as for
communication issues and
communication volume
Simple integration into
CRM, ERP, ACD, KM and
rapid staff induction
56% 89% 74%56% 89% 74%56% 89% 74%
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Using artificial intelligence is a key factor in achieving corporate goals. Sematell solutions optimize
the performance and efficiency of customer communication. Automation raises productivity
and creates stability, irrespective of how on form your staff are on a particular day. This frees up
potential for new entrepreneurial undertakings.
IMPROVING THE
FIRST FIX RATE
RAISING
STAFF PRODUCTIVITY
LOWERING THE TICKET COSTS
PER INQUIRY
PRECISION DELIVERSQUALITY & INDIVIDUALITYCustomers want clear answers to their questions. Sematell solutions precisely analyze written
inquiries and always deliver the right response to each individual customer. Even the very
first response proposed can be approved by service staff and sent. This kind of quality in
communication is impressive and wins loyal customers.
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Unique categorization algorithm
Language & topic recognition in more than 40 languages
Analysis of more than 3,000 words per second
100 % precision in routing and staff allocation
Performance output can be adjusted in line with individual customer requirements.
Unique workflow engine
Up to 1,000 documents per minute
Handling of more than 1 million documents a day
Scalable for more than 5,000 employees at the same time
ALWAYSGIVINGTHE RIGHTANSWER
ReplyOne combines five strong components into a unique response management system.
The high scalability and flexibility of Sematell solutions make automating and centralizing
written customer communication attractive to any company whatever the size.
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ReplyDesk combines intelligent response technology and productivity into one simple user
interface. The intuitive handling of customer communication and the clear structure of the
navigation areas make it easy to train your staff. Your team will have control of all
communication channels at a glance and can process customer inquiries by priority.
SYMBIOSIS OF INTELLIGENT TECHNOLOGY AND SIMPLEUSER INTERFACE
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Centralization of all written contact channels
TELEFAX
TEXT MESSAGES
FORMS
LETTER E-MAIL
GOOGLE PLUS
CHAT
ACCESSIBLE FROM ANYWHERE AND ALWAYS UNDER CONTROL
ReplyHub offers an all-inclusive solution for the centralization of all written customer contact
channels, so companies can be reached for inquiries on all the channels used by their customers.
In addition, the system is efficient and its control straightforward. The interfaces of the ReplyHub
can be flexibly adjusted to suit individual requirements and existing IT infrastructures.
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Intelligent language and topic recognitionin more than 40 languages
UNDERSTANDING CUSTOMERS AUTOMATICALLY AND IN THE BLINK OF AN EYE
ReplyAnalytics captures more than 3,000 words per second in over 40 languages to carry out its
analysis and categorization The unique categorization algorithm reliably identifies the language
and the topic in every written inquiry and filters the information provided to achieve precise
allocation. The intelligent language and topic recognition was developed by the DFKI – the
German Research Center for Artificial Intelligence.
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KNOWLEDGE – AS INDIVIDUAL AS EACH AND EVERY ONE OF YOUR CUSTOMERS
Interface for additional customer dataand information
CUSTOMER RELATIONSHIP MANAGEMENT
CRM
AUTOMATIC CALL DISTRIBUTION
ACD
KNOWLEDGE MANAGEMENT
K M
ENTERPRISE RESOURCE PLANNING
ERP
ARCHIVE SYSTEMS
AS
DOCUMENT MANAGEMENT SYSTEMS
DMS
ReplyLink links up information from different systems and improves the quality of the information
about each individual customer. The interfaces can be flexibly integrated into all existing IT
infrastructures. Better information means increased efficiency and, above all, improves customer
satisfaction. The situation of each individual customer requiring a quick and personal solution to
their inquiry is shown in a clear and transparent manner.
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PROVIDING THE ANSWERSTHAT CUSTOMERS REALLY NEED
Routing and staff allocation for approving the finished response templates
TECHNOLOGY
URGENCY
ReplyRouting processes over one million documents a day and enables more than 5,000 employees
to work in parallel on communicating with customers. The workflow engine enables correct
allocation to staff and the right response templates. The system checks the level of urgency as well
as which specialist is responsible and whether they are currently available. In this way, customers
are quickly assigned a competent contact person and receive the responses to the issues they have
actually inquired about.
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SERVICE
AVAILABILITY
ADVISORY SERVICE
RESPONSIBILITY
PROFESSIONAL SERVICES FOR CUSTOMIZED SOLUTIONS
Our specialists analyze
individual requirements for
the installation and customer-
specific configuration. Once the
configuration has been completed
ReplyOne is ready to go.
Integration involves programming
interfaces to connect to existing
IT infrastructures, including the
documentation of every detail.
This enriches ReplyOne with
additional data so as to provide
more information for customer
care.
In the course of ongoing operations,
further optimizations are carried
out based on experience so as to
ensure full performance capacity
for precision and reply accuracy.
ReplyOne is developed on an
ongoing basis – in particular in
order to be able to tackle new and
complex tasks.
Service Center Service Center Service Center
Sematell Configuration
Sematell Integration
Sematell Service & Support
Installation and
customized
system configuration
Interfaces for the
individual enriching
of customer data
Optimization, updating and
ongoing development
of existing systems
PROFESSIONAL SERVICES FOR CUSTOMIZED SOLUTIONS
INDUSTRY-SPECIFIC SOLUTIONS READY FOR IMMEDIATE USE
Track record of successful operation going back more
than 15 years.
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Energy & utilities
Banks & insurance companies
Retail & logistics
Tele- communications
Tourism & transport
Contact centers
For energy producers, energy suppliers and municipal utilities
For financial institutions, financial advisory and insurance companies
For retail companies trading in fashion, food and Internet shopping
For telecommunications and Internet providers
For public transport, rail and travel companies
For outsourcing providers, customer care, service providers
INTELLIGENT MAXIMIZATION
IN EVERY CUSTOMER RELATIONSHIP
EXPERTS IN PRECISIONAND ARTIFICIAL INTELLIGENCE
Sematell is a software vendor specialized in response management solutions based on artificial
intelligence. The solutions are unique in the world and offer the greatest precision in written
customer communication. The company supports prestigious customers in companies of all
sizes and across a wide variety of sectors.
Highly specialized experts from the field of artificial intelligence, software and hardware
development, and with long standing sector-specific experience deliver a reliable and high
standard of quality in the customized integration of automated processes.
A SUCCESS STORYBORN IN DFKI IN SAARBRÜCKEN
Sematell’s successful history commences before the turn of the century at the German Research Center
for Artificial Intelligence in Saarbrücken (DFKI). The DFKI is the world’s largest institute specialized in
the area of intelligent technologies and scientific initiator for the development of the unique ReplyOne
categorization algorithm.
The precision, response accuracy and stability of ReplyOne is the result of intensive research and
development conducted over many years.
© D F K I D E U T S C H E S FO R S C H U N G S Z E N T R U M F Ü R K Ü N S T L I C H E I N T E L L I G E N Z
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Developed in 1997 at
the DFKI in Saarbrücken
Spin-off
in 2000
Company renamed as
Sematell in 2016
I N T E R A C T I O N S O L U T I O N S
Sematell GmbHNeugrabenweg 166123 SaarbrückenGermany
Phone +49 (0) 681 85767 0 Fax +49 (0) 681 85767 99E-mail info@sematell.com Web www.sematell.com
www.reply-one.com
EXTRACT FROM OUR CUSTOMER LIST:
Customers want clear answers to their
specific questions. Sematell solutions
precisely analyze written inquiries and
always deliver the right response to
each individual customer. Maximize
the efficiency of your company and the
satisfaction of your customers.
ALWAYSGIVINGTHE RIGHTANSWER