Post on 26-Jun-2015
InteliWISE FeaturesInvitation, accepting questions, providing actionable responses
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Why important
Mimics human interaction, provides engagement and assistance for user seeking help in finding information
Appealing invitations,
contextual (day of the week, name, ‘welcome back’)
Users articulate question in their own
words
The right, actionable response is shown &
spoken
1INTELIWISE.com | Next Generation Self-Service Platform
InteliWISE FeaturesActively navigates through content, enriched by multimedia ‘how do I’s’
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Why important
Leap search immediately to desired information/ content, providing multimedia access for a better accuracy
Agents opens searched content: subsection, data, multimedia, pdf …
User can ask question in every moment, if hesitates or requires “but how do I “ assistance
2INTELIWISE.com | Next Generation Self-Service Platform
By pressing “question mark” icon, the pop-up window opens with the tree of most important topics in Client Knowledge Base.
InteliWISE FeaturesPresenting the Knowledge Base
3INTELIWISE.com | Next Generation Self-Service Platform
InteliWISE Features Answers from multiple sources, incl. customized knowledge base or seamlessly integrated traditional search
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Agent is a ‘one – stop’ source for searched information, that can be found in enterprise base or procedures and resources indexed by current search
Agent pulls the answer form Google, Autonomy, Microsoft or other integrated searches
Wikipedia or RSS can be supportive resources
4
Why important
INTELIWISE.com | Next Generation Self-Service Platform
InteliWISE Features Displaying contextual business scenario or query auto- completion
5
Business scenarios that put an user on the process track
Auto – completion, suggesting proper
information
Contextual assistance in relevant enterprise business process (search, ecommerce, data collection)
5
Why important
INTELIWISE.com | Next Generation Self-Service Platform
InteliWISE FeaturesIf doesn’t know the answer, converts to chat with live consultant or forwards the query to helpdesk
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Minimizes frustration due to inability to find answer; alarms about the gaps in knowledge or content
Opens the live chat or email contact
Takes question, classifies it & sends
to helpdesk
6
Why important
INTELIWISE.com | Next Generation Self-Service Platform
After user press the “clock” icon, the pop-up window appears w the tree of most important topics in Client Knowledge Base.
InteliWISE FeaturesConversation history
7INTELIWISE.com | Next Generation Self-Service Platform
InteliWISE FeaturesRunning a survey, asking for feedback or training with own interactive trainer
8
Why important
Agent mimics personalized training/ surveying, yet makes this process interactive & engaging
It guides through the scenario like a real
person
It leverages the most current
enterprise learning knowledge/ content
Video agents actually runs an e-training or survey
8INTELIWISE.com | Next Generation Self-Service Platform
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS
How InteliWISE Agent integrates with traditional Call Center support
Conversational Agents
InteliWISE – Intelligent Self Serve Platform
10INTELIWISE.com | Next Generation Self-Service Platform
Conversational Agents
NLP Engine (search)Multimedia Processing Engine
Enterprise Infrastructure Interface Web Services API’s (XML protocols)
Text to Speech Engine
CRM
CMS Websites (External and Internal)
Call Scripts
Transaction files
Analytics
InteliIWSEKnowledge Bases
Search Engine(s)
Synonyms
Prefixes
Application kbCorrections
Click to live chat
Click to email
Click to call back