Intelligent Search

When you’re searching for an answer, a good search experience is key to successful problem resolution.

Attensity’s Intelligent Search module leverages a simple keyword and natural language-based search interface to allow users to rapidly find the information they are seeking. Intelligent filtering capabilities, based on context (e.g. customer and product data from the ticket system) and result content, provide rapid time-to-answer.

Based on user-input criteria, Attensity Intelligent Search quickly identifies the right decision tree or relevant service literature like FAQs, solution descriptions or manuals. Automatically generated query dialogs pose targeted questions that lead to the needed information.

Attensity’s rich decades-deep heritage in natural language processing and semantic search is highlighted in Attensity Service’s Intelligent Search module that makes sure every customers’ encounter with your web self-service is a successful one.

Intelligent Search combines advanced semantic search processing with customer, industry, organization, and other relevant context—to understand the intent of a query and deliver a highly tailored response. If desired, a query can even search documentation in all languages. A Spanish query can deliver English-language documents, for example, which might be able to solve the problem better than the existing Spanish documents.

It brings customers information from a fully integrated composite of a variety of information sources, including the open Internet, social media and internal document, data and records repositories.

It then extracts and analyzes all the brands, products, error codes, and other information contained in the text, allowing customers to quickly filter search results to get to the most relevant document quickly.

More importantly, clicking on a relevant document delivers to the user not only the document, but the exact location in the document where their answer can be found.

Intelligent Search can also provide dynamic interactions, targeted answers/decision trees and cross-sell and upsell components in response to queries.

Through Attensity’s deep understanding of language, dynamic interactions can be pursued based on the meaning of a query. For example, someone issuing a query that indicates a desire to close their account can immediately trigger an agent alert to interact with the customer.

Specification of targeted answers or decision trees can also be done. When a customer issues a query, they can be led to the correct decision tree or immediate targeted answer. If they get stuck in the middle of a decision tree, that tree can be “parked” and an agent can immediately help the customer from the moment where they left off, eliminating the frustration that can often result from “having to explain the whole thing again”.

Cross-sell and up-sell capabilities dynamically present promotions and cross-sell content based on queries, allowing sales and marketing groups to maximize every customer interaction.