Attensity Service: Empower Your Customers and Service Representatives
With the industry's most intelligent automated response, agent portals, and self-service
Attensity Service helps organizations manage their customer
conversations by supporting service organizations with the relevant
knowledge required to enable agents to better serve customers, to automate service where appropriate, and
to allow customers to better self-serve.
Powered by sophisticated natural-language processing (NLP)
technology, Attensity Service delivers a dynamic solution for all of
your service-driven mandates. Tried and tested in scores of enterprise
installations across the globe, we help you deliver optimal customer
service at lower costs.
Attensity Service
With increasing and more vocal customer demands for easy-to-access, 24/7 customer service via any contact channel, companies need smarter applications to better manage and harvest the growing volume of unstructured customer service data and customer communications across all channels to more effectively and proactively serve existing customers.The Attensity Service Suite enables companies to automatically seek out and integrate information from a wide variety of sources (expert forums and other social media, documentation, FAQs, etc) to find the correct answer to a customer’s query as quickly as possible and route it consistently (e.g. automated response, web and voice self-service, shop, technical sales or field service).
This not only ensures that you are the true expert on your own products, but drives traffic to your self-service site, providing upsell and cross-sell opportunities.
Attensity Service has open interfaces for integrating third-party systems, such as ERP, order management, customer relationship management and other data sources. It also provides the ability to manage and monitor access rights, collect and analyze feedback, log user actions and allow for reporting.
Attensity’s advanced centralized knowledge management and intelligent search capabilities are front and center, enabling agents and customers to access the most current service information quickly. Robust knowledge management combined with intelligent search allows the agent to effectively and efficiently respond to ever-growing volume and range of customer inquiries about products, services, transactions and policies – in many global languages. Attensity Service's web-based application delivers satisfying self-service and agent-customer experiences.
Attensity Service offerings include:
- Attensity Respond, which automatically routes and responds to incoming tweets, email and other communications, based on the content of those communications. Customers get rapid response and agents are freed up to focus on the five percent of more
complex customer queries that truly demand human processing.
- Dynamic Decision Trees guide service personnel to a question-answer script that automatically takes into account the description of the problem in natural language terms and the customer’s own context.
- The Knowledge Repository stores and organizes knowledge from solution descriptions, customer e-mails, expert forums, FAQs, databases, and other documents. This enables companies to more effectively gather and use information to share with employees, customers, and partners.
- The Intelligent Search module allows users to use familiar keyword search to find relevant service literature like FAQ documents, solution descriptions or manuals, or to be directed to the right decision tree for problem analysis.
- Enables you to deliver both a user-friendly self-help environment to customers and a high-performance service desk to agents — helping you achieve the highest level of service efficiency in every channel.
- Provides system-wide continuous knowledge sharing for real-time reuse of solutions to previously solved problems and inquiries, reducing the total cost of services through improved information access and dynamically applied inquiry responses.
- Allows you to leverage customer-generated problem resolutions found in web forums and blogs into the service process, improving time to resolution and continuously integrating the most current information into the knowledge base.
- By adding Attensity Analyze for Voice of the Customer suite, you also gain the ability to harness customer feedback from emails, call center notes, surveys, web forums, and more, turning customer sentiment, comments and complaints into “at a glance” actionable insights.
- Customers receive a personalized response to their inquiries in minutes, not hours or days.
- Efficient self-service enables the customer to find the answers they need quickly.
- Guided agent assistance enables customers to effectively interact with even new agents, reducing time-to-resolution and increasing customer satisfaction.