Astute Solutions Answers Demand for Enhanced Knowledge Management in the Contact Center
Company Expands RealDialog™ Product Family with RealDialog™ Agent Assist
COLUMBUS, Ohio--Leading the charge to help consumer-focused companies differentiate through service excellence, Astute Solutions (www.astutesolutions.com) today announced expanding the RealDialog™ product family with the launch of RealDialog™ Agent Assist. The solution enables contact center agents to quickly deliver consistent, accurate, and personalized responses. It is capable of addressing issues and questions of varying degrees of complexity in a conversational manner.
Today’s contact centers are pressured to drive down costs and challenged to manage agent turnover, continually changing product information, and disparate systems. Yet, the customer demand for fast, accurate answers to phone, e-mail, or chat inquiries necessitates rapid training and real-time access to key information sources. As highlighted in the AberdeenGroup report entitled: “The Intelligent Contact Center: Increasing Multi-Channel Visibility,” agents’ daily challenges can impact the entire organization.
RealDialog Agent Assist gives contact centers and agents an easy-to-use tool to overcome these challenges. It integrates with any CRM desktop, to deliver the precise data needed from key information sources within and outside of the enterprise. Agents enter the customer’s question, verbatim, and RealDialog Agent Assist responds with a specific answer, paragraph within a document, or file (sound, video, Web page, or document) to address the question. It guides agents through an efficient and effective conversation with the customer, prompting them with specific questions and responses as they “drill down" to the heart of the customer’s issue and its resolution.
Regardless of the channel, RealDialog Agent Assist initiates the appropriate actions in the CRM system to correctly categorize the customer’s issue for improved reporting and analysis. For inbound e-mails and chat sessions, Agent Assist presents agents with suggestions for responses, topics, and case/reason codes. Ultimately, it accelerates issue resolution and ensures a high quality customer experience.
“In order to achieve best-in-class status, companies must implement knowledge management solutions. Providing accurate data across channels is critical to enhancing the customer experience,” said Alan Hubbard, SVP, Customer Management Technologies Group at Aberdeen.
Consistent with Aberdeen’s findings, RealDialog Agent Assist enables an enhanced customer experience through:
- Rapid information retrieval for accurate, high-quality responses across all channels.
- Consistent responses – regardless of how customers ask questions.
- Reduced agent turnover in line with increased satisfaction.
- Improved agent performance and call center productivity.
“Knowledge management improves the quality and accuracy of consumer interactions. The launch of our RealDialog Agent Assist signifies the expanding role of the contact center in enhancing enterprise performance,” said Astute Solutions President and CEO, Joseph Sanda.
At the heart of Astute Solutions’ new offering is its RealDialog knowledge engine that delivers advanced linguistics, understanding of natural language and intent, and knowledge management capabilities for Web site visitors, contact center agents, employees and partners.
Through its advanced linguistic processing and natural language understanding, RealDialog enables end users to phrase their questions any way they choose to receive specific, accurate details about products, services and policies. It is unique in its ability to:
- Contextualize responses by conducting an interactive dialog with the end user
- “Learn” from end users’ input
- Leverage data residing in other data systems.
These capabilities improve service quality and efficiency at all touch points, ensure information consistency and accuracy across channels, improve the speed of issue resolution, increase conversion rates, and enhance the end user or customer experience. All the while, RealDialog captures their questions and feedback, to provide valuable insight into their needs and extensive reporting throughout the enterprise. Furthermore, distinct learning capabilities and ease of maintenance make RealDialog the most cost-effective solution of its kind.
The above-mentioned Aberdeen report, “The Intelligent Contact Center: Increasing Multi-Channel Visibility” can be downloaded at www.astutesolutions.com/intelligent.
About Astute Solutions
Through its award-winning contact center automation, customer relationship management and knowledge management solutions, Astute Solutions enables consumer-focused companies to differentiate through service excellence. Its ePowerCenter™ and RealDialogTM solutions solve day-to-day interaction challenges and enable high quality customer experiences across all touch points. These solutions optimize operations through immediate, actionable feedback, while meeting the complex technical requirements of the enterprise. Astute Solutions’ Global 1000 customers include: McDonald’s, British Airways, Levi Strauss & Co., L’Oreal USA, Scott’s, GlaxoSmithKline, Abbott Labs, and Dunkin’ Brands. For further details, visit www.astutesolutions.com or call (877) 769-3750.
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