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

G A I N E D :

L O S T:

800 new customers this month.

None.

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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C U S T O M E R I N Q U I R I E S :

A D D I T I O N A L C O S T:

30 % more this week.

None.

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%

4

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

Q U A L I T Y :

U N H A P P Y :

1,600 customized answers today.

None.

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.

6

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

FIVE STRONG COMPONENTS WITH HIGH SCALABILITY & FLEXIBILITY

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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SYMBIOSIS OF INTELLIGENT TECHNOLOGY AND SIMPLEUSER INTERFACE

Centralization of all written contact channels

FACEBOOK

TELEFAX

TWITTER

TEXT MESSAGES

FORMS

LETTER E-MAIL

WHATSAPP

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

PROVIDING THE ANSWERSTHAT CUSTOMERS REALLY NEED

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