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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
[email protected] +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
TechnologyFood and
distribution TransportationSmall
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 FairComputerWorld „The Most innovative Broadband Service”
Media & Awards
800 business clients, including:
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 3
Why Conversational Agents are becoming Popular? Insights into 3 challenges.
Source: Forrester 2007, Harris Interactive Report CER 200, Jupiter (Media Metrix), McKinsey 2005, PBI 2008 Customer Care Report
Low level of users engagement
In 2008 users viewed 140M video filesTraditional enterprise content not engaging anymore Suffering from difficulty of cutting through information clutter
High customer service cost
On average 90% of all customers queries are callsThe average cost of live/call contact with customers is $5 – $35.
Low conversions Average drop-off rate in conversion process is >90%
Business challenges
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 4
InteliWISE delivers Virtual Agents – with powerful Natural Language Processing Technology
5INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS
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
Conversational Agents
Executive Sales Avatars
Call Center Avatars
Product Marketeers
WebForms Assistants
Web Alert Avatar
Policy Communicators
Celebrity and Mascot Avatars
Market Research Avatars
INTELIWISE: PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU
MultiMedia Process Consistency
+
InteliWISE powerful solutions across all platforms
InteliWISE Self – Service Agents, with 3 elements for a breakthrough technology
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KNOWLEDGE BASES & BUSINESS SCENARIOS: actionable responses
KNOWLEDGE BASES & BUSINESS SCENARIOS: actionable responses
NLP (Natural Language Processing): powerful technology that understands questions
NLP (Natural Language Processing): powerful technology that understands questions
USER INTERFACE: video avatar or multimedia presentation
USER INTERFACE: video avatar or multimedia presentation
Why the website understands any customer’s question… …and powerful technology behind it
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NLP (Natural Language Processing): understanding customer problems, no matter how they formulate them
NLP (Natural Language Processing): understanding customer problems, no matter how they formulate them
User can input any question How do I… , Can I … , What’s your …
Semantic technology breaks down sentences & questions
Powerful algorithms search for the most precise answer
Why customers get their answers fast… … without involving live agents in call center
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KNOWLEDGE BASES, BUSINESS SCENARIOS, CRM, billing systems: Actionable responses
KNOWLEDGE BASES, BUSINESS SCENARIOS, CRM, billing systems: Actionable responses
This system presents, shows and speaks out right answers
Answers come from scripts, knowledge bases, CRM & ‘you – name’ the sources…
The can be related with filling out forms, applications etc
Why this avatar is so appealing…
... And customers problems are solved through multimedia
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USER INTERFACE: interactive video or multimedia content
USER INTERFACE: interactive video or multimedia content
Our avatars are real actors with their mimics, body language, not cartoons nor 3D
That’s why they attract so much of attention of a user & are pleased to interact with
We have + 120 video avatars to choose from, now
Enterprises ApplicationsFour key enterprise areas, where user’s engagement is the key
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(eLearning)
VALUE PROPOSITION
How Conversational Agents are serving
Marketing&Sales, Customer Care & Search?
InteliWISE offers :
Reduced Operational Costs
Improved Conversions
Automated Statistical Data
Reporting
Visibility into Customer Base
Enhanced Customer
Satisfaction
Another Avenue to Touch Customers
INTELIWISE | PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU
Value Proposition is relevant where user experience and business performance are compared
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 13
CUSTOMER/ USER RELEVANCE
(satisfaction, loyalty)
CORPORATE RELEVANCE
(ROI)
InteliWISE Self – Service Agents, with 3 elements for a breakthrough technology
14INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS
KNOWLEDGE BASES & BUSINESS SCENARIOS: Actionable responses
KNOWLEDGE BASES & BUSINESS SCENARIOS: Actionable responses
NLP (Natural Language Processing): understanding customer problems, no matter how they formulate them
NLP (Natural Language Processing): understanding customer problems, no matter how they formulate them
USER INTERFACE: interactive video or multimedia content
USER INTERFACE: interactive video or multimedia content
Conversational AgentsOur interactive video is the key in building rapport and improving the intranet site's look and feel
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...we have +120 interactive virtual video agents to choose from
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Technology, Platform & ApplicationsThe only front–and–backend platformWe have the only fully integrated platform with a video Interface for Conversational Agents to deliver Knowledge to company’s online users
INTELIWISE | PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU
SMBEnterprise
How it worksReady for integrations with dynamic data from leading IT systems, for a complete business process fulfilment
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Variant A
Variant B
Variant C
Variant D
INTELIWISE.com | Next Generation Self-Service Platform
Statistical Reporting & Analytics,that help to capture employees intentions ALL EXPORTABLE (to Webtrends)
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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
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Talk with our Agent:
www.inteliwise.com
19INTELIWISE.com | Next Generation Self-Service Platform