RealDialog Portal Assist: Effective self-service for employees and partners

Overview

The Challenge

On any given day, employees spend excessive time searching for information and files to help them perform their job duties, serve customers, learn procedures, and solve problems. When they have a question, they search or browse files on the corporate network, navigate the employee portal, log on to multiple applications, call the helpdesk, or send an email to human resources—whatever it takes.

Often times, the employee reaches a dead end. And new employees are confounded by the process—they don’t even know where to start.

Employee portals and content management systems enable employees to find and access documents that match their search criteria, but they do not provide a fast and simple means to obtaining answers. This results in lost productivity, customer dissatisfaction, employee and customer turnover, missed opportunities, and lawsuits and fines. These circumstances result from issues like these:

• Inaccurate and outdated information being used by employees and partners, which they may, in turn, share with customers.
• A high volume of emails and phone calls about company or portal information like HR, Help Desk and enterprise company information.
• Field, store and/or restaurant employees bombarding their managers with repetitive questions.
• Multiple employees answering questions for colleagues and partners without consistency or shared content.
• Field employees and partners lack the most current and relevant information to promote, support and sell your products and services.
• Lack of visibility into the needs and issues of customers and partners.

Fast access to accurate information and answers

We can help. With our RealDialog Portal Assist solution, employees across your company can quickly access information and answers from a wide variety of sources within and outside the enterprise.

Through a “virtual assistant’ on your corporate Intranet portal and/or website, they simply enter a question and receive the precise information they need to answer questions, assist customers, solve problems, or take the appropriate action.

RealDialog Portal Assist answers employee or partner questions with a high degree of precision and consistency. It delivers a direct, accurate answer and/or presents the specific location in a document or file (document, Web page, sound or video file) where the information needed resides. Guesswork, excessive searching and launching/navigating numerous applications become pains of the past in favor of an exceptionally easy, fast and cost effective process.

Sophisticated reporting details what your employees and partners are asking about and what enterprise information they are accessing. You gain valuable insight for continuous improvement. Employee productivity and satisfaction sharply increases.

Capabilities

Exceptionally accurate and effective answers for your employees and partners

• One-click access to answers — You can add a RealDialog Portal Assist “virtual assistant” to every page of your corporate Intranet portal, giving your employees one-click access to expert help.
• Easy-to-use natural language interface — Employees and partners simply input a question into a chat-like text box in their “natural language” and quickly receive the answer and guidance they need.
• One clear and specific answer—with accuracy rates of up to 99 percent — RealDialog Portal Assist delivers a direct text answer, a paragraph within a document, or a specific file (spreadsheet, image, sound, or video) directly to your employee’s desktop.
• Interactive dialog and problem-solving capabilities — RealDialog asks questions to get to the heart of the issue and its resolution. It also contextualizes its responses based on what it learns from the user during the dialog. It effectively guides employees and partners through complex interactions and troubleshooting sessions.
• Multimedia content delivery — When appropriate, RealDialog points to any type of existing enterprise content (documents, sound and video files, customer data, etc.) that supports/enhances a response.
• Quick and direct access to data residing in multiple applications — Employees can quickly access a wide variety of data sources inside and outside the company—such as product specifications and brochures, policies, recall documentation, catalogs, pricing and configuration systems, the company Intranet and website, and more—all through a single user interface.
• Employee- and partner-specific responses and answers — RealDialog learns from employee input and leverages employee-specific data from other systems (such as HR, logon/account information, membership information, tracking systems, and more) to deliver highly personalized answers.
• Resolves technical and complex issues better than any other self-service solution — As a result of its exceptional accuracy rate, its ability to engage customers in a dialog, and its ability to deliver answers in a wide variety of formats; RealDialog is adept at addressing specific, technical and complex issues.
• Seamless escalation between self-service and agent-assisted channels — If employee needs assistance from a helpdesk agent, RealDialog escalates the entire transcript of their self-service interaction to the agent for assistance via phone, email, or chat. The help desk agent picks up exactly where self-service left off.

Short Time-to-Benefit and Low Cost of Ownership for your Enterprise

• Leverages your existing enterprise content and information systems — RealDialog’s knowledge base is quickly established by leveraging existing content (Web pages, product overviews, policy documents and sound and video files), and can point to any type of file that is accessible on the network.
• Visibility into the needs and issues of employees, customers and partners — It provides you visibility into what your employees and partners are asking about, the specific enterprise information they are accessing, and insight on how to improve it.
• Reporting for targeted and continuous improvement — RealDialog captures and learns from employee, partner, and customer questions—automatically improving accuracy while enabling targeted and intelligent updates to the knowledgebase.
• Rapid and cost-effective deployment — RealDialog Portal Assist can be deployed and effective in as few as 21 days.
• Powerful, non-technical authoring tool suite — RealDialog enables non-technical business users to create and update its knowledge base. Administrators can add/modify/tailor responses, content and dialogs for multiple touch points using text and HTML—no programming required.
• Web-based collaboration tools for capturing and leveraging subject matter expertise — Administrators can systematically request and leverage input from subject matter experts (SMEs) across the organization to address real customer questions.
• Advanced workflow tools for managing content and tracking work in progress — RealDialog’s built-in, flexible workflow tools allow for setting and changing priorities, tracking work in progress, managing work content, and delegating task assignments.
• Numerous capabilities and benefits through the RealDialog solution — RealDialog is at the core of the RealDialog Portal Assist solution. The solution provides the knowledge engine behind multiple channels and applications in the contact center, on the Web, and in the field.
  

Benefits

RealDialog Portal Assist delivers numerous benefits:

• Improves information quality, accuracy and consistency on your portal, website and through your field/store locations.
• Improves employee productivity and satisfaction, and frees-up time and energy that can be channeled to help the company innovate and grow.
• Improves customer satisfaction, brand image and revenue as a result of well-informed employees and partners.
• Helps to ensure that policies, procedures and best practices are followed.
• Empowers and supports field, remote and work-at-home employees and partners.
• Reduces risks and liabilities resulting from inaccurate or faulty information.
• Reduces the costs of disseminating information to employees and partners.
• Reduces training and support costs by providing an inexpensive and powerful means to educate and support employees.
• Fuels continuous improvement and innovation through actionable customer insights.
• Reduces administration and maintenance costs by minimizing the involvement of costly, technical resources.
• Improves communication and collaboration across the enterprise.
• Delivers significant benefits very quickly. The solution can be up and running in as little as two weeks, with an accuracy rate of over 75 percent at launch.