RealDialog: Knowledge Management Systems (KMS) and Web Self-Service Solutions

Overview

The Challenge

Consumers want the freedom to move seamlessly between voice, email, Web, chat and in-person communication channels without experiencing a degradation of service quality or accuracy. Your challenge is figuring out how to ensure consistent, accurate and timely information delivery across all channels.

Siloed keyword search and FAQ-type tools deliver lists of links and (often irrelevant) search results. Users are required to root through them, and when applicable, review entire documents to find the answer they seek. Insufficient reporting gives you little to no visibility into related problems.

Meanwhile, contact center volume steadily increases, while customer satisfaction declines. The burden of maintaining multiple knowledge systems drains IT resources. Related costs skyrocket.

These challenges exist across the enterprise. Your employees need access to information to assist customers and perform their day-to-day duties. Without it, productivity suffers and costs further increase.

There’s a better approach to knowledge management and self-service.

Our RealDialog solution meets your most urgent needs: ensuring positive customer experiences; delivering consistent, accurate and timely information across multiple channels and users; driving greater productivity; and reducing costs.

“The impact of implementing RealDialog Self-Service on our brand sites was instant. Consumers have reported that they feel like they’re chatting with a live agent. And what resonates most with them is the speed and accuracy of responses. They are getting exactly what they need online – exactly when they need it. This is at the center of our approach to delivering world-class service.” —Unilever

High-quality, personalized and cost-effective service.

With RealDialog, your customers, employees and partners get the real answers they want—how and when they need them. Through a “virtual assistant” on your website, Intranet portal or CRM/contact center application, users can enter a question in their natural language and receive a clear, accurate and specific answer—not a long list of inaccurate and irrelevant results to sort through.

RealDialog delivers concise responses in a wide variety of formats with up to 99 percent accuracy. It has powerful natural language processing capabilities at its core, enabling it to “understand” a user’s intent—regardless of how a question is phrased. This includes the use of pronouns, slang and company/product/industry specific terms.

Just like a “live” agent, it engages users in an interactive dialog to better address their needs. It leverages their inputs and personal details to retrieve and incorporate specific information from data repositories into its responses.

At the same time, you gain numerous efficiencies and significantly reduce costs across a wide range of functions. The solution becomes an invaluable source of insight for continuously improving products, services and processes.

RealDialog offers exceptional versatility. You can extend its benefits to multiple channels—phone, email, chat, IVR, and mobile—and applications, including human resources, employee helpdesks, technical support and more.

The RealDialog solution is deployed for a variety of uses, including:

• Providing high quality Web self-service experiences, 24/7, via a “conversational agent”
• Significantly reducing the volume of inbound email and phone calls for routine responses to increase customer satisfaction and reduce interaction costs
• Delivering precise answers and real-time guidance to help contact agents resolve issues more quickly, while enhancing the customer experience
• Improving the speed and quality of email and chat responses
• Simplifying knowledge management for employees and partners by providing instant access to a wide variety of systems and documents across the enterprise
• Providing detailed “voice of the customer” insights that drive continuous improvement and innovation throughout your organization

RealDialog has applications in many functions, organizations and industries. This includes facilitating e-commerce transactions, supporting technical help desks, providing dealer and franchise support, and delivering human resources support.

The solution is quickly implemented. Costs are minimal. It quickly “learns” from your existing Web pages, documentation and enterprise content. User-friendly authoring tools enable non-technical personnel to quickly create, edit and update content for all channels.

Ease of maintenance, along with distinct self-learning capabilities, lower RealDialog’s total cost of ownership and make it the most cost-effective solution of its kind.

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.

Extreme flexibility and versatility for high ROI

• One solution for multiple customer-facing and internal-facing deployments — 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.
• Customizable dictionary — RealDialog’s base dictionary is easily tuned, adapted and enhanced to specific industry/product/company terminology and language surrounding consumers’ issues.
• Support for multiple languages — RealDialog can support multiple languages through one application server and a single domain of knowledge.
• 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.

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.

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

Rapid return on investment in as few as 21 days:

• Increasing customer satisfaction, retention and positive word-of-mouth — Multichannel 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.
• Empowering contact center agents to do more in less time — Our customers have decreased their average handle times by 33 percent, improved first contact resolution by 35 percent or more, and decreased training/ramp-up time and costs.
• 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 ensures you are delivering accurate, concise and “branded” answers across all of your communications channels.
• Improving information dissemination across channels — RealDialog enables you to manage information for multiple channels through a centralized location, giving you greater control over the messages being delivered
• Reducing employee training and support costs — your employees gain fast access to the answers, information, and data needed to perform their job duties.
• 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.
• Extending the benefits across the enterprise — RealDialog supports a wide range of applications for your customers, employees and partners. The benefits and possibilities are virtually endless.