Inteli wise next gen helpdesk 1.2

Next Gen Helpdesk from www.inteliwise.com

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InteliWISE.com+48 503 007 654+1 415 230 0552

[email protected]

InteliWISE Automated Chat (Virtual Agent)

& Live Chat Service Tools

Next – gen Service DeskBetter Help, Faster Response


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Background / Why important? • Traditional Help Desks increasingly migrate into self – help

Service Desks

• Internal customers want more than just IT tech issues

• HR, facilities requests, quick help questions

• Strategic corpo initiatives aim at lowering service cost (TCO)

• via switching from Walk up & phone to Live chat and self service

We provide these…


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Why Live Chat

• A text – based Live Chat is now the second preferred contact method after a call to call center

• A perfect alternative to call center for those customers who can not make a call (noise, open - space at work etc)

• It allows the fastest and most natural reactions to vendors' cart abandonment "- a key issue in e-Commerce

• It costs much less than the telephone, the efficiency exceeds 25%


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What we offer

We provide the most – cost effective support tools for service desk and help desk:

• Intelligent Virtual Agent, for a precise, self – service, automated support

• Integrated Live Chat / Web chat, for more complex problem resolution

• API for escalation to phone / call center

Our automated & live tools help

* migration from help desk with high calls volume into self – help service desks

* help agents and organizations in reducing call volume and cost optimization.


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Our system: Elements & escalation

Virtual Agent

Automated Q&A support

Live Chat

Live Assisted support

InteliWISE system Escalation

API for call escalation and transcript export

to any existing call center

Service Desk - Self-Service Offering: Tips Consistent Look & Feel

Keep it Simple Training Users when to Use Self Service

Leverage the Phone System Knowledge Integration

Make it Easy for Customers to Use


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Self- service, automated help

• Entry point to a modern, virtual ServiceDesk• A powerful, self – service software that

• understands intent of customers’ problems

• provides instant responses, at a stunning cost of below $0.10 per interaction.

• Works like a combination of Search and automated FAQ help system with live chat• Supports self – learning of the whole system

Our system: What is Virtual Agent?

• For a repetitive Tier1 problems incl.• How do I …

• Retrieve my password • Get a permission for

• I want to install … • Why this system does not respond…

Resolves repetitive customer problems up to 10 x less costly than call support, in less than a minute.


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Our system: What is Live Chat?

Integrated Web Chat

• Problems that are not resolved by an automated Virtual Agent, are escalated to a live chat • This software that enables text chat between live agents and online users• Works in real time, instantly • Significantly helps in resolving more complex customers’ problems and process with transactions • Can seamlessly transform to a phone connection (upon integration feasibility)

• For more complex Tier2 problems incl.• Personalized tasks • Complex issues requiring personalized

support • Transactions completion


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Flow | Scheme


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Assistance is available every time, by automated Q&A or live chat

System guides step-by-step with clarifying questions

System understands where exactly shopper is (or what problem he may have) and suggests a contextual help Switching between live

(chat) help & automated Q&A at any moment

What users / vistors see ? • Example – side TAB WIDGET

User can rank answers and help scenarios


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How Live Agents (operators) chat with users?

Active chats (with number of new chats indicated)

Canned responses Pre- set responses for a quick Copy&Paste

Live Chat flow windowWith user stats (location, name, identification)

Chat Forwarding & EscalationTransferring chats to other skills (other operator)


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How customers are invited ?Invitations are launched by Triggers – they define the precise moment for Engagement

The aim is to approach users before they make a call or abandon the process

Identification of the precise moment of customer engagement is critical to ensure the maximum benefit from the Virtual Agent.

Our system is uniquely equipped with a set of triggers and contextual support scripts, that help identify the precise moment at which engagement should be offered and effected.

Features


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Intent Recognition + ‘what’s next’ suggestionsThe powerful intent recognition technology will enable to understand a question and provide Instant Answers.

Our predictive search provides the feature known from web based search – auto-complete.

The difference is that InteliWISE auto complete suggests search results based not only on a keyword search, but more importantly on - The meaning of the question- Previous customers’ searches around the specific problem

Auto-complete

‘Next-step’ suggestion

Features

How chats are automatically handled?


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Scripts allow for defining important messages Any Support or Marketing messages can be designed in minutes with Scripting feature.(The system offers a lots of pre-defined scripts, too)

Features


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• The real –time performance statistics:

• Volume of chats taken by Agent• Number of abandoned chat• Time to respond (% of chats accepted in n-seconds), • Volume of orders as an effect of chat • Agents’ productivity • Full transcript of chat conversations

plus

Top 100 shoppers’ pending questions

• All data is instantly available via the web – based reporting system or e-mail alerts

Reporting, Statistics


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Reporting, Statistics: chat volumes

• Chats Volume • Taken by Agent• Not Taken within (n)

seconds by operator • Abandoned chat

• Chat depth & length

• Escalations Type • Chat escalated to Call • Chat escalated to

Virtual (chat) Assistant


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Reporting, Statistics: transcripts

• Live Chat Transcript

• Full Chat Transcript

• Chat Transcript Filtering


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Reporting, Statistics: Routing & Productivity

• Chats Routing & Waiting times

• Conversion/ Sales Performance

• i.e. Volume of orders as an effect of chat


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Reporting, Statistics: Agent Productivity

• Agents (Operators) •Productivity

• By type of invitation • By case / location

• Departments/ skills (i.e. customer service, sales, retention productivity


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Pricing, Plans

Usage fee – monthly billing - Example


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Pricing, Plans

Set – up fee / installation - Example


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We provide innovative automation tools for transforming to ServiceDesk

Automation – a key element to transforming to a Service Desk

– Reactive to Proactive– Enables Service Level Monitoring– Automate Repetitive Tasks– Automate Ticket Creation (Auto-ticket Creation)– Automatic Routing for Consolidated Services– Automate Escalation– Ensures Quick Customer Response / Acknowledgement– Ability to do More with Less = Lower Cost

Complete solution for an additional tool for phone / call center * for those customers who can not make a call (noise, open - space at work etc)

Fully cloud – based, integrated solution (on-premise in option)

Flexible API for data exchange

Real – time reporting

Why inteliWISE


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What we offer

The “turn – key”, comprehensive live chat solution for any online store or transactional web site:

• In the full model of outsourcing services

• "Hire" highly qualified personnel, consultants, training, billing, etc.,

• Inbound (support) chats and outbound / outreach chats

• Customer Service • Help Desk • Technical support • Sales • After Sales • Prospecting • Customer Relationship Management

• On your web site or your online store even within 24 hours

• No edits required in the site structure nor content

• The entire solution works in an innovative "cloud”

• Multi-language


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References & Clients

Volume of interactions: we have served more than 8m conversations for our clients…

… with a more than two-digit dynamics in the last quarter

+50 global Customers of InteliWISE service


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About InteliWISE

Leading provider of cloud-based live

chat and virtual agent software

For our customers – both SME and F500

companies- we run more than

8,000,000 customer interactions without

live human involvement

Our Virtual Agents provide a self –

service assistance at less then $0.1 per

interaction – significantly cheaper than

call center operators

We are a Silicon Valley company

(Sunnyvale, California) with development

in Europe (Poland)

An Intel Capital portfolio company, and a

Public Company in Poland (New

Connect)

A US Patented technology

Within Top10 leading providers in the recent Forrester Research report*

* Five essential … Forrester Report, November 2011

Inteli wise next gen helpdesk 1.2

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