InteliWISE Self Service Agents

Virtual Agents with business language recognition for Contact Centers

!   Superior multichannel customer experience

!   Leveraging live agent productivity !   Lowering cost of interaction

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www.InteliWISE.com Marcin Strzalkowski

mst@inteliwise.com +48 506 66 33 22

InteliWISE Corporate Overview

!   Founded in 2005 with the vision of changing the way business

websites communicate with millions of customers

!   We are a Next Generation/ Web3.0 Conversation Agent solution

provider, in SaaS platform integrating AI, Video, Audio

!   Focusing on Virtual Agent technologies to grow online businesses

!   Silicon Valley company (Sunnyvale, California) with development

in Europe (Warsaw/Poland)

!   Funded by Asseco Group, but largely by Founders, strategic

support from Intel Capital

!   Executive Management all veterans of the Software Industry with

a combined experience of over 50 years with a track record of

building successful companies

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Intelligent Customer Care across all platforms, improving satisfaction, increasing sales and reducing operating expenditures

INTELIWISE | Next Generation Self-Service Platform

Technology Food and

distribution Transportation Small manufacturing

More and more Clients are realizing the benefits of this Platform….

!   InteliWISE have created one of the most interesting avatars on the AI market – Newsweek

!   Best Website, WebStarFestival !   Award at Technicon Innovations Fair !   ComputerWorld „The Most innovative Broadband Service”

Media & Awards

800 business clients, including:

INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 3

Why Virtual Agents are getting on popularity? 3 challenges to overcome

Source: Forrester 2007, Harris Interactive Report CER 200, Jupiter (Media Metrix), McKinsey 2005, PBI 2008 Customer Care Report

Business challenges

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‘Hi there! I need support right now, right here!’!

!   68% of online users are most frustrated if cannot interact with a knowledgeable consultant

!  Great deal of support is a ‘must’ when migrating clients to self service tools

‘C’mon, it’s a YouTube era now’!

!   In 2008 users viewed 140M video files !  Difficulty of cutting through information

clutter - Traditional enterprise content not engaging anymore

‘How the heck can I find this ???’!

!  On average 90% of all customers queries are calls

!   The average cost of live/call contact with customers is $5 – $35.

INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS

Challenges for Contact Centers in the media convergence era

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!   Improving customer experience while controlling customer service

cost

!   Maintaining agents skills & response quality at high workforce

rotation

!   Providing convenient, consistent service across all channels

!   Meeting all this metrics: number of interactions handled by agents (e.g. contacts per agent-month), First-Contact Resolution (FCR), Average

Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average

Speed of Answer (ASA), call abandonment rate, IVR completion rate,

number of escalations, service level compliance rate, etc.

Natural Language Processing is one of the leading BP automation technologies

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!   Innovative internet technology– that more and more companies are using globally

!  Users are using their own language and more of its voice and sounds, instead of keyboards

!   InteliWISE delivers award – winning solution that combines

!   AI technologies to help understand users’ intention when they ask questions their own way

!   Interactive video and voice - to build great customers experience

!   See what is said: web knowledge presented through dialogue and text — based on best-in-class Artificial Intelligence technologies

!   Query communication box: user can input questions in natural language, then the Virtual Agent displays and speaks the correct answer

!   Avatar: active invitation for user interaction This is the video “person” that interfaces with the web user (hundreds to choose from)

InteliWISE Self – Service Agents, with rich video, innovative technology that more and more companies are using globally

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Behind these Conversational Agents is… Rich Technology

Patented technologies comprise:

!   Artificial intelligence analysis engine, based on the semantic web concept and neural network algorithms;

!   Natural language processing engine, based on multi-source knowledge bases;

!   Text to speech technologies; !   Dynamic, context-based video animation

engine.

Integration with an external speech-recognition module.

INTELIWISE: PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU

Enterprises use Agents For key enterprise areas, where user’s engagement is the key

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INTELIWISE  |  THE  INTELIWISE  DIFFERENCE  COMCAST | INTERACTIVE CONTENTS & SERVICES GUIDE

InteliWISE Contact Center We deliver tools for improving live agent productivity

INTELIWISE  |  PROBLEM  WE  CHALLENGE     10

!   AnswerNow™ Call Center Search Technology !  Available to Contact Center agents, our Semantic Search immediately

help finding answers to customers questions, that are on the phone now

!  Contains intelligent scripts, that contextually prompt answers

!   Can be integrated with current intranet CC portals or script tools

!   Virtual Trainer for Call Center agents !  eLearning video – rich application that shortens employees learning

curve

!  Rich reporting statistics help collecting feedback from new employees

!  Can be integrated with current eLearning applications

Statistical Reporting & Analytics, that help to capture employees intentions

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!   Users satisfaction ratio

!   Number of conversations (time/ user breakdown)

!   Number of questions responded / redirected to helpdesk

!   Number of unrecognized queries

!   Number of answeres redirected to Google / Other search

INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS

Talk with our Agent:

www.inteliwise.com

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