IntelliResponse Adds Groundbreaking Predictive Matching Capabilities to Virtual Agent Solution
TORONTO, Feb 07, 2013 (MARKETWIRE via COMTEX) --
IntelliResponse Systems, the leading provider of virtual agent
technology solutions for the enterprise, today announced the general
availability of IntelliSuggest -- a new feature of IntelliResponse
Virtual Agent 6.2. IntelliSuggest leverages next generation
predictive matching technology to deliver the one right answer to
self-service questions, and does so with a very high degree of
"A common challenge with existing search and web self-service/virtual
agent technologies is that their understanding of customer intent is
not always clear or explicit, which limits the accuracy of
responses," said Paul Smith, Vice President Product and Services at
IntelliResponse. "Many of these technologies rely on keyword matching
which drives the user to a set of results. The problem with this
approach is that in most cases keyword matching only returns previous
entries that were provided by other users based on exact matches of
those keywords. Additionally, multiple responses are often ambiguous
or confusing to the consumer compared to being able to deliver a
single correct answer," adds Smith.
The implications of this technology limitation have meant that
organizations, at best, can provide visitors to their website, social
media or mobile channels with an accurate answer only 80-90% of the
time. IntelliSuggest was designed to address this "last mile
challenge" -- the 10-20% of informational questions that go
unanswered on a company's website, social media or mobile channels.
Empirical data gathered from live customer deployments using
IntelliSuggest have far surpassed the company's expectations,
yielding a remarkable improvement in both accuracy of the response
and ease of use of the IntelliResponse Virtual Agent solution. A/B
testing results have demonstrated up to a 17% improvement in answer
accuracy. Furthermore, IntelliSuggest has been proven to reduce
customer effort by over 20%.
IntelliResponse Virtual Agents offer an engaging customer experience,
voice of the customer insights, and ability to deliver one right
answer consistently across all customer interaction channels. The
addition of IntelliSuggest will now enable customers to self-serve
online with far less effort and time than was previously possible.
IntelliSuggest's next generation predictive matching capabilities
match questions posed to possible answers in a company's
knowledgebase based on the intent of the query, and not the keywords.
By using this unique, proprietary approach, IntelliSuggest can find
answer matches even when the typed keywords are neither in the title,
nor in the text of the answer. Options that the user can select are
based on match probability with the order changing in real-time as
the user gets more exact with their question.
"Customers using self-service solutions want a fast, accurate, and
direct answer to their questions," explains Esteban Kolsky, principal
of ThinkJar, a customer strategies consulting organization. "Research
has proven customers don't care for multiple potential solutions or
wrong answers. They also prefer automation for speedier resolution of
their inquiries. Leading organizations see the power of virtual
agents to automate and quickly deliver this single-answer to their
customers when and how they want. Vendors that offer virtual agents
to provide fast, effective, and accurate solutions via self-service
give a competitive advantage to their clients."
IntelliSuggest is currently in production and
generally available to IntelliResponse customers.
Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at
About IntelliResponse Systems
IntelliResponse is the leading provider of virtual agent technology
solutions for the enterprise.
We create profitable online conversations for our private and public
sector customers around the world.
With our patented Enterprise Virtual Agent (EVA) solutions, corporate
websites, mobile applications, social media channels and agent
desktops can all be transformed by an engaging virtual concierge,
empowering customers to ask questions using natural, conversational
language and delivering an effective and engaging online experience.
With more than 365 live customer-facing implementations answering 100
million+ questions annually, IntelliResponse is the gold standard in
first line customer experience management.
For more information about IntelliResponse, visit
IntelliResponse Systems Inc.
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