RealDialog Self Service: Web Self-Service Solution that Exceeds Expectations

Overview

Exceptionally accurate, effective and engaging self-service

RealDialog Self-Service assists your customers like an expert service representative—delivering positive, personalized customer experiences while effectively resolving issues.

Operating as an automated “virtual assistant” on your website, it instantly delivers clear, accurate and specific responses. Customers simply enter a question—worded however they choose—and receive the right answer for their specific needs/situation, enhanced with personal details and relevant content. The solution recognizes pronouns, slang and company/product/industry specific terms.

RealDialog’s responses are exceptionally accurate and consistent: our customers report accuracy rates of up to 99 percent. And the solution is highly effective—even at addressing unclear, complex and customer-specific questions. This is because it can engage your customers in an interactive dialog to better understand their exact needs, and leverage their inputs and details to incorporate specific information from enterprise data repositories into highly personalized responses.

As a result, you enable your customers to help themselves without compromising service quality and consistency. Higher satisfaction and issue resolution rates significantly reduce calls and emails originating from the Web.

Self-Service...Evolved.

RealDialog Self-Service takes online self-service to a whole new level. Gone are the days of hunting through long lists of links or FAQs to find an answer to a question. With RealDialog Self-Service, you usher-in a new kind of self-service– self-service your customers will love to use. And you gain numerous efficiencies and insights in the process. Here is what makes RealDialog Self-Service so exceptional:

• Delivers a clear and accurate answer to a customer’s question — RealDialog Self-Service delivers a direct answer to a customer’s question, eliminating the time and frustration involved in digging through long lists of irrelevant search results or FAQs. Self-service interactions are fast, convenient and successful.
• Answers questions with up to 99 percent accuracy — RealDialog can truly “understand” the meaning and intent behind customers’ questions, and can clarify their needs through a two-way dialog. Your customers receive the right answer, regardless of how they phrase their questions.



• Creates a more satisfying self-service experience — The solution mimics a friendly, expert-level service representative, so your customers feel understood and appreciated.
• Deflects up to 80 percent of inbound email inquiries — Within days of launching RealDialog Self-Service on their websites, our customers have seen an 80 percent drop in inbound email inquiries.
• Provides customers the personalized service and answers they really want — RealDialog learns from a customer’s input and leverages their specific data from other systems (such as account information, loyalty and membership information, order tracking, warranty systems, and more) to respond with highly personalized answers.
• Resolves personal, technical and complex issues better than any other self-service solution — As a result of its exceptional accuracy rate, ability to engage customers in a dialog, and ability to deliver answers in a wide variety of formats; RealDialog Self-Service effectively addresses specific, personal and even complex issues.
• Enables seamless cross-channel service — RealDialog gives you the capability to manage answers and content for multiple channels through a single source, improving accuracy and consistency while lowering costs. And when a self-service customer needs additional assistance, RealDialog escalates the entire transcript of their self-service interaction to a live agent for assistance via phone, email, or chat. The agent picks up exactly where self-service left off.
• Provides actionable voice of the customer and employee insights — RealDialog analyzes and aggregates questions and “conversations,” word-for-word, grouping thousands of visitor inquiries into meaningful and manageable categories for reporting and continuous improvement. Topic summaries point out content gaps, enabling you to address needs quickly and effectively. Full conversation transcripts help you gain tremendous insight into individual customer opinions, perceptions, needs and feelings.

Capabilities

Superior user experiences, unmatched results

• A single, concise response with accuracy rates of up to 99 percent — RealDialog does not require users to dig through long lists of search results and FAQs.
• State-of-the-art Natural Language Processing — RealDialog determines the right answer to a question—regardless of how it is phrased.
• Unparalleled, human-like dialogs — RealDialog mimics a friendly and knowledgeable live agent, engaging users in a "dialog" and asking questions as appropriate to clarify needs and resolve issues.
• Multiple answer and response formats from a wide variety of sources — RealDialog delivers whatever is most appropriate for the needs of the user and channel, including a specific text response, a paragraph within a document or file, and/or a specific file (Web page, Office document, sound, video, etc.).
• Seamless escalation between channels — When a customer asks a question unknown to the automated agent, the system can pass the full self-service transcript on to a live agent for assistance.

Exceptional performance and value from day one

• Expansive built-in base dictionary — Out-of-the-box, RealDialog can process language and rapidly reach an exceptionally high level of accuracy.
• Automatic, self-learning capabilities — By automatically “learning” from question and answer pairs and using them as a basis for its responses, RealDialog dramatically simplifies the process of creating and maintaining a knowledgebase.
• Content performance and management reports for continuous improvement — RealDialog’s reports include high-level reports like agent performance, most popular questions or topics, and most popular URLs; as well as detailed reporting into the questions users are asking—in their exact words.
• Robust voice of the customer and employee analysis — RealDialog provides high-dollar, high-impact information about customers’ and employees’ needs, preferences and sentiments.
  

Extreme flexibility and versatility for high ROI

• Customizable dictionary — RealDialog’s dictionary can be tuned to adapt and enhance company- and industry-specific terminology, products, and processes.
• One solution for multiple customer-facing and internal-facing deployments — The “core” of RealDialog Self-Service—RealDialog--Provides a knowledge base to power multiple channels (Web self-service, phone, email and chat), ensuring efficient multi-channel interactions, consistent responses and seamless escalation.
• Fully-customizable interface, endless possibilities — RealDialog is flexible and configurable for multiple touch points—including websites for self-service, contact center applications, live chat interfaces, kiosks, and even speech enabled IVR. You dictate the look, feel and behavior.
• Integration with multiple back-end data systems — RealDialog’s integration toolkit helps you and your customers instantly access and leverage real-time enterprise data for better results and reduced costs.
• Highly flexible and scalable architecture — RealDialog is hardware/platform/operating system independent for simple integration into virtually all existing computing environments. Its ability to scale is limitless. Even the largest organizations can effectively handle major surges in contact volume.
• Exceptionally low total cost of ownership
• Rapid and cost-effective deployment — Unlike comparable solutions that take months—if not years—to begin working effectively, RealDialog is deployed and effective in as few as 21 days. It leverages your existing files and documentation, so there is no need to rebuild or recreate this information.
• 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 — With RealDialog, administrators can systematically request and leverage input from subject matter experts (SMEs) across the organization to address real customer questions. SMEs can easily add/modify/tailor responses, content and dialogs for multiple touch points.
• Advanced workflow tools for managing content and tracking work in progress — RealDialog’s flexible, built-in workflow tools allow for setting and changing priorities, tracking work in progress, managing work content, and delegating task assignments.

Benefits

RealDialog enables ROI in as few as 21 days by:

• Increasing customer satisfaction, retention and positive word-of-mouth — With RealDialog, self-service interactions are more convenient, engaging, personalized, and effective.
• Cutting contact center volumes and customer service costs — Our customers have reduced inbound email inquiries by as much as 80 percent through RealDialog. Agents and staff are free to handle more complex, higher-value tasks.
• Increasing conversion rates and revenue while reducing website abandonment — RealDialog helps your website visitors immediately navigate to the appropriate Web page or supporting document—delivering the right message/offer to the right person at the right time.
• Improving service efficiency, quality and consistency — RealDialog Self-Service ensures you are delivering accurate, concise and “branded” answers across your self-service and agent-assisted channels.
• Helping companies identify opportunities, improve marketing effectiveness, and deliver superior products and services. By capturing and analyzing cross-channel and cross-user insights, you’ll gain access to data that is often only available through costly focus groups and surveys.
• Maintaining a low cost of ownership — The solution is maintained at a fraction of the cost of a comparable knowledge management solution...and its performance is superior.