www.softinform.comwww.softinform.com

Developing new technologies and Developing new technologies and implementing information projects of any implementing information projects of any complexity represent the success story of complexity represent the success story of the the SoftInform SoftInform company.company. Since 1995 Since 1995 SoftInform has been working out and SoftInform has been working out and deploying serious projects at enterprises deploying serious projects at enterprises of different branches. All the turnkey of different branches. All the turnkey solutions, supplied to the enterprises by solutions, supplied to the enterprises by the the SoftInformSoftInform are based on its own are based on its own patented technologiespatented technologies which have been which have been tested more than once and are now tested more than once and are now successfully functioning.successfully functioning.

Company profileCompany profile

Latest developmentsLatest developmentsOne of the last orders, implemented by One of the last orders, implemented by SoftInformSoftInform, is a major , is a major

corporate project corporate project Legal Advice Call Centre (LACC)Legal Advice Call Centre (LACC). It reflects . It reflects best the scales and potential scalability of implementing the best the scales and potential scalability of implementing the SoftInform technology. SoftInform technology. LACCLACC is a good example of how several is a good example of how several effective solutions can be successfully combined into a single effective solutions can be successfully combined into a single major project.major project.

The core of this project is deploying an effective customer The core of this project is deploying an effective customer service in a legal company, specialized in giving legal advice via service in a legal company, specialized in giving legal advice via phone.phone.

The prestige and quality of such companies is assessed by the The prestige and quality of such companies is assessed by the reliability of the answer to the question asked, as well as the reliability of the answer to the question asked, as well as the speed of providing this answer, as the payment for the service is speed of providing this answer, as the payment for the service is calculated from the time of the talk between the operator and the calculated from the time of the talk between the operator and the client. In such a way, it is obvious that the higher the quality of client. In such a way, it is obvious that the higher the quality of these two criteria, the higher will be the number of clients and the these two criteria, the higher will be the number of clients and the frequency of their using the service. frequency of their using the service.

Legal Advice Call CentreLegal Advice Call Centre

««Legal Advice Call CentreLegal Advice Call Centre» » has a potential to bring the has a potential to bring the quality of a consulting service to quality of a consulting service to a principally new level.a principally new level.

High efficiency of this project High efficiency of this project stems from integration of the stems from integration of the unique unique SoftInform Search SoftInform Search Technology.Technology.

In the LACC other original In the LACC other original solutions are utilized as well, solutions are utilized as well, which have been applied by which have been applied by developing other software developing other software products.products.

Further a generalized scheme Further a generalized scheme of this system will be studied.of this system will be studied.

LACC operating schemeLACC operating schemeCustomer callingCustomer calling

Automatic Automatic officeoffice

The officeThe office

LLAACCCC

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Exchange Exchange office office addresses the addresses the incoming call incoming call to the free to the free operator.operator.

1. During the 1. During the talk the call can talk the call can be redirected to be redirected to

another another operatoroperator

2. Discussing 2. Discussing the client the client

queryquery

SearchSearch

DataData

basebaseDocumentationDocumentation

3. Searching for 3. Searching for the answer in the answer in the databasethe database

4. Answering 4. Answering the client the client questionquestion

5. Saving the content 5. Saving the content of talk in form of of talk in form of

document and audio document and audio file in the databasefile in the database

Practical implementationPractical implementation

Legal Advice Call Centre is currently a Legal Advice Call Centre is currently a successful and dynamically developing successful and dynamically developing projectproject

Basic principlesBasic principles

•Thoroughly structured Thoroughly structured system of organizing and system of organizing and classifying dataclassifying data

•Distributing, readdressing Distributing, readdressing and registering incoming calls and registering incoming calls

•Integrated search system, Integrated search system, enabling fast and convenient enabling fast and convenient access to dataaccess to data

Access levelsAccess levels

• Legal Advice Call Centre is a multi-user system Legal Advice Call Centre is a multi-user system of various access levels.of various access levels.

• ““Operators” carry out main work - Operators” carry out main work - communicating with customers, searching for communicating with customers, searching for information, filling in the databaseinformation, filling in the database..

• ““Analytics” are experts watching the work of Analytics” are experts watching the work of "operators". They also assist in giving expert "operators". They also assist in giving expert answers due to higher qualification.answers due to higher qualification.

• "Administrators" have maximum access rights to "Administrators" have maximum access rights to the system functions. Primary duty is to control the system functions. Primary duty is to control the system working efficiency.the system working efficiency.

Managing consolesManaging consoles

Access to certain sets Access to certain sets of user rights is of user rights is realized through the realized through the management management consoles. In such a consoles. In such a way there are 3 kinds way there are 3 kinds of consoles: of consoles: "administrator", "administrator", "analytic" and "analytic" and "operator"."operator".

Occupation status criteriaOccupation status criteriaAccording to the type of task fulfilled the According to the type of task fulfilled the system’s user status can be:system’s user status can be:

• ««FreeFree»»

• ««Busy with a taskBusy with a task»»

• ««AbsentAbsent»»

Depending on the status, certain actions are Depending on the status, certain actions are allowed or denied to the user, which enables to allowed or denied to the user, which enables to accurately finish the task without having to accurately finish the task without having to switch to a suddenly received new task. In such switch to a suddenly received new task. In such a way an even distribution of work load between a way an even distribution of work load between the personnel is ensured.the personnel is ensured.

Measures to prevent user occupation with work-Measures to prevent user occupation with work-unrelated activities are implemented.unrelated activities are implemented.

TalkTalk• If for some reason a call was not If for some reason a call was not received by one operator, it is not lost, received by one operator, it is not lost, but simply redirected to another but simply redirected to another operator.operator.• On accepting the call, a tab "Talk" is On accepting the call, a tab "Talk" is automatically opened at the operator automatically opened at the operator desktop. It is meant for entering the desktop. It is meant for entering the data on the essence of talk with a client data on the essence of talk with a client (question and answer). On the card a (question and answer). On the card a recognized telephone number, time of recognized telephone number, time of call etc. are displayed.call etc. are displayed.• On completing search and providing On completing search and providing the client with an answer to his/her the client with an answer to his/her question, operator should officially question, operator should officially register the talk and save it in the register the talk and save it in the database.database.• Besides, the whole talk is saved in Besides, the whole talk is saved in form of an audio file, which can be form of an audio file, which can be played later.played later.

Depending on type of information Depending on type of information entered into the database, it can be entered into the database, it can be categorized into one of the five categorized into one of the five available types of documents: available types of documents: • Question/answerQuestion/answer• ArticleArticle• Legal documentLegal document• Combined documentCombined document• TalkTalkEach document type has its own Each document type has its own structure. Such data structuring structure. Such data structuring enables classifying information not enables classifying information not only by topical folders, but also by only by topical folders, but also by data type, which in its turn makes data type, which in its turn makes search still more effective.search still more effective.

Types of documentsTypes of documents

Sets of documentsSets of documentsSet of documentsSet of documents

• Clearness Clearness

• Creating and storing an Creating and storing an unlimited number of sets unlimited number of sets

• Ability to define the type of setAbility to define the type of set

• Ability to combine and sort listsAbility to combine and sort lists

• A Set is a logical structure: editing it does A Set is a logical structure: editing it does not result in any changes to databasenot result in any changes to database

Search systemsSearch systems

Legal Advice Call Centre Legal Advice Call Centre renders two main types of renders two main types of searchsearch::

• Phrasal searchPhrasal search

• Search for similarSearch for similar

Characteristic search features Characteristic search features in LACCin LACC::

• High speed;High speed;

• Multiple search parameters;Multiple search parameters;

• Convenience of getting the Convenience of getting the result.result.

Phrasal searchPhrasal search• Using morphologyUsing morphology

• Fuzzy searchFuzzy search

• Using synonymsUsing synonyms

• Analyzing word orderAnalyzing word order

• Analyzing the number of in-between wordsAnalyzing the number of in-between words

• Setting document typesSetting document types

• Taking into account document creation, editing, Taking into account document creation, editing, viewing dateviewing date

• Separate search through legal documents Separate search through legal documents accounting for all their parametersaccounting for all their parameters

• Search by user (creating, editing, viewing)Search by user (creating, editing, viewing)

• Taking into account belonging to a certain Taking into account belonging to a certain classification group (glossary, folder tree, classification group (glossary, folder tree, publications sources)publications sources)

Search for similarSearch for similar

• Significantly decreases time wasted Significantly decreases time wasted on searching and reviewing same or on searching and reviewing same or semantically similar documents in the semantically similar documents in the database; database; • Enables to avoid entering duplicate Enables to avoid entering duplicate documents into the database;documents into the database;• Enables forming sets of documents Enables forming sets of documents on a certain subject.on a certain subject.

Utilizing search

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SearchSearch

Discussing the Discussing the client queryclient query

Searching for Searching for answer in the answer in the

databasedatabase

Let’s have a closer Let’s have a closer look at this stagelook at this stage

"Phrasal search" by LACC is implemented at a very high level, enabling "Phrasal search" by LACC is implemented at a very high level, enabling multiple search functions. But in the majority of cases just the phrasal multiple search functions. But in the majority of cases just the phrasal search cannot ensure a maximum effective result to find necessary search cannot ensure a maximum effective result to find necessary information in large data volume. On the other hand, such an outcome can information in large data volume. On the other hand, such an outcome can be easily achieved by combined usage of both the phrasal search and be easily achieved by combined usage of both the phrasal search and search for similar.search for similar.

View a simple practical example below.View a simple practical example below.

Utilizing searchHaving received the Having received the client query, operator client query, operator enters the key phrase enters the key phrase into the broadened into the broadened search window and search window and sets the necessary sets the necessary search parameters search parameters there.there.

Utilizing searchIn the list of results it's not In the list of results it's not necessary to look for a necessary to look for a document, exactly fitting the document, exactly fitting the query, as it can be very time-query, as it can be very time-consuming. To avoid lengthy consuming. To avoid lengthy viewing of all the results, it viewing of all the results, it will suffice to simply select will suffice to simply select the document, semantically the document, semantically similar to the query. Now all similar to the query. Now all that is left to do is to launch that is left to do is to launch search for similar. search for similar.

200 200 documents is a whole documents is a whole lot for manual processinglot for manual processing

Utilizing search

8 8 documents to be documents to be viewed manually is quite viewed manually is quite a feasible task a feasible task

Semantically similar Semantically similar documents have been documents have been found. In addition, the found. In addition, the relevancy threshold can be relevancy threshold can be independently fixed.independently fixed.

The result list is sorted by The result list is sorted by relevancy, which means that relevancy, which means that the necessary document/s the necessary document/s will appear in the first lines will appear in the first lines of the list.of the list.

Summary on searchThe example studied shows how two absolutely different types of The example studied shows how two absolutely different types of search organically complement each other, enabling the user to save search organically complement each other, enabling the user to save working time, which would otherwise be wasted on manual viewing the working time, which would otherwise be wasted on manual viewing the documents in search for the right one.documents in search for the right one.

Naturally, the semantic search plays a crucial role as it enables the Naturally, the semantic search plays a crucial role as it enables the computer to undertake selecting the documents, relevant to the query computer to undertake selecting the documents, relevant to the query by their content, in such a way relieving an operator from unnecessary by their content, in such a way relieving an operator from unnecessary work load. Such a revolutionary solution can dramatically change work load. Such a revolutionary solution can dramatically change some office work principles.some office work principles.

““Phrasal search” has nothing revolutionary in it, but it plays an auxiliary Phrasal search” has nothing revolutionary in it, but it plays an auxiliary role at the initial stage of forming the list of documents. Nevertheless, role at the initial stage of forming the list of documents. Nevertheless, a broad document classification system allowed integrating into this a broad document classification system allowed integrating into this search a great number of such options, which can in some cases search a great number of such options, which can in some cases provide an effective result without the need to resort to the "search for provide an effective result without the need to resort to the "search for similar" function.similar" function.

Entering duplicate documentsEntering duplicate documents"Search for similar" technology also "Search for similar" technology also enables to guard the database from enables to guard the database from entering semantically same documents, entering semantically same documents, which once again demonstrates its multi-which once again demonstrates its multi-functionality.functionality.

Let’s have a closer look at it.Let’s have a closer look at it.

Entering duplicate documentsEntering duplicate documentsOperator enters Operator enters

a new legal a new legal document into document into the databasethe database

When "Create" When "Create" button is button is

pressed, LACC pressed, LACC carries out carries out semantic semantic

search through search through the database.the database.

Entering duplicate documentsEntering duplicate documents

The system detects The system detects documents with the documents with the

relevancy relevancy percentage higher percentage higher than the maximum than the maximum

level set by the level set by the administrator (in administrator (in this case 90%). this case 90%).

Further, an Further, an operator makes an operator makes an

independent independent decision on decision on

whether such a whether such a document should document should

be entered into the be entered into the database.database.

Entering duplicate documentsEntering duplicate documents

Report on similar documentsReport on similar documentsSystem administrator System administrator manages a tool enabling manages a tool enabling him/her to track presence of him/her to track presence of similar documents in the similar documents in the database. This tool is database. This tool is represented by a report, represented by a report, consisting of documents consisting of documents with the relevancy with the relevancy percentage exceeding the percentage exceeding the maximum threshold. maximum threshold. Administrator, when viewing Administrator, when viewing these documents, can these documents, can decide whether they are decide whether they are needed in the database.needed in the database.

Additional functionsAdditional functionsSimplicity of using our application Simplicity of using our application ensures a multitude of special ensures a multitude of special opportunities, for instance:opportunities, for instance:

Message exchange system enables the Message exchange system enables the operators and analytics to communicate operators and analytics to communicate without breaking the working without breaking the working atmosphere.atmosphere.

Ability to redirect the call and giving each Ability to redirect the call and giving each call a unique ID enable the client to call a unique ID enable the client to resume the talk with the operator who is resume the talk with the operator who is already aware of his/her question.already aware of his/her question.

SummarySummary

SoftInform company is open for SoftInform company is open for business cooperation and implementing business cooperation and implementing perspective projects.perspective projects.

Leaders choose leadersLeaders choose leaders!!

Legal Advice Call Centre is currently a successful and Legal Advice Call Centre is currently a successful and dynamically developing project and can be easily adjusted dynamically developing project and can be easily adjusted for work in any consulting or customer support service.for work in any consulting or customer support service.

Your business success depends fully on the correct Your business success depends fully on the correct choice of software.choice of software.

We are sure that our partnership will prove mutually We are sure that our partnership will prove mutually reliable.reliable.