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Astute Knowledge (Formerly RealDialog™)

More than just a correct answer

Our knowledge management solutions provide a positive self-service experience for all of your brand’s customer channels.

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"The impact of implementing Astute’s knowledge solutions on our brand sites was instant. Consumers are getting exactly what they need online, and when they need it. This is at the center of our approach to delivering world-class service."

Agent Assist

If your organization... ...we provide a solution that:
Has agents wasting their time hunting for information from multiple sources or long search lists. Features a simple, easy-to-use interface. Agents enter a question or phrase to find the correct material and responses to their inquiries.
Wants to improve first call resolution and handle time. Reduces contact costs while improving accuracy. Provides accurate information quickly to dramatically improve handle time and consistency.
Has seasonal representatives or a high level of escalations. Reduces the cost and timeframe to train. Ramp up your seasonal help in days, cut training time by 50%, and reduce escalations.
Needs to improve or QA its case coding. Provides CRM integration. Automates the coding of cases, logs knowledge responses and conducts shorthand queries.
Has trouble identifying missing content, or wants to version, publish or inactivate content. Reduces your maintenance costs. Our automated learning feature identifies content gaps, and helps you re-use existing content.

Web Self-Service

If your organization... ...we provide a solution that:
Provides incorrect answers or long search lists by failing to ask qualifying questions. Delivers accurate responses that build consumer trust and loyalty. Using two-way dialogue and patented natural language processing, our solution delivers accurate results and eliminates long search lists.
Attracts a high level of emails. Reduces emails by up to 80 percent. And you can reduce contacts and costs through less phone calls while providing 24x7 customer support.
Produces high cart abandonment. Improves conversion rates. Our solution answers questions throughout the sales process to reduce customer frustration and abandonment.
Fails to identify early indicators and topics daily. Reduces risk. It delivers fast, accurate brand responses, escalates high risk topics, provides version responses for legal/regulatory compliance and “sees” and reacts to early indicators.
Fails to capture and use what your customers are actually asking for. Captures "voice of the customer" insights without surveying. Our learning tools are built into authoring, enabling you to share insights with brand managers and building new content based upon actual need.

Portal Assist

If your organization... ...we provide a solution that:
Has information distributed across many networks or websites. Simplifies finding information. Our solution leverages existing content in a simple, easy-to-use interface.
Has duplication of information in its content libraries. Provides a single, consistent and correct answer.
Has an internal help desk for employees or partners. Provides 24x7 self-service.
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Mobile

Extend your self-service offerings to mobile users. Optimize the customer experience for popular mobile devices and browsers. Provide 24x7 responses to your customers! With mobile, you’ll drive the adoption of self-service. The mobile channel gives you greater insight into the customer. By capturing and analyzing this data, you can better understand customer needs and preferences to drive more cost-efficient self-service interactions.

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Astute for Facebook

Engage your customers on Facebook and Facebook mobile apps. Your customers like to have a say in the brands they love. And they like to share their own experiences. With our solution you’ll reduce the number of negative Facebook posts by providing accurate answers to their questions through user defined email forms integrated into your CRM, live chat or virtual agent self-service options.

 

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Download our Astute Knowledge brochure