About us. advanced crosschannel Software Solutions designed to provide. interaction with your. clients, improve. customer satisfaction.

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1 Hi! We are

2 About us We develop advanced crosschannel Software Solutions designed to provide the most effective interaction with your clients, improve customer satisfaction and reduce management costs H-care was founded in 2005 and rapidly became a leading international provider of digital service, customer care and multi-channel self-service technology. Part of the PAT Group since 2009, H- care successfully developed the ground-breaking Human Digital Assistant platform as well as intelligent VR systems. As a result H- care has become the foremost provider of software solutions for advanced assistance using realistic virtual assistants capable of interacting with clients across multiple channels. With over 130 million users served via their innovative platforms, H-care has received many international awards for their technologies.

3 Your Customer is King so roll out the red carpet! We develop technology solutions designed to help you provide effective self-service assistance to your client across Multiple multiple Channels channels and one2one. This is how we help you improve the customer experience and look after your most important asset: your client. We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos Our solutions have been designed to allow senior management to understand then improve the customer experience. We develop customer centric solutions that give companies the ability to create a direct, personalized dialog with clients or consumers through a variety of channels. A 24/7 service available to your customers 365 days a year which will lead to significant improvements in support service as well as your brand so as to build customer loyalty.

4 Our Mission CROSS-CHANNEL INTEGRATION Coordinate and manage communication across all inbound and outbound channels on a single platform SELF SERVICE Provide effective solutions to user issues with no use of human resources INCREASED COVERAGE Provide 24/7 support via human digital assistance REDUCE COSTS Use technology to reduce support costs REDUCE RESPONSE TIMES Answer issues quickly and effectively CUSTOMER SATISFACTION Improve user satisfaction by providing a better service

5 Business units Customer Care FUNCTIONAL OBJECTIVES Provide the means to supply cross-channel customer support including through new media ( social & mobile ) Make interactive self-service tools available to your users so as to provide rapid responses to first level service requests Offer 24/7 support via the digital assistant Define dynamic routing and intelligent channel and resource management rules STRATEGIC OBJECTIVES Produce significant reductions in customer support costs Integrate inbound & outbound channels Provide greater service coverage Reduce response times to clients Improve both Customer Satisfaction & the overall Customer Experience Marketing & E-Commerce FUNCTIONAL OBJECTIVES Perform outbound campaigns across multiple channels Provide personalized one2one service to customers Rapidly apply personalized marketing rules Present targeted content and offers based on user behavior Choose the most appropriate channel for dialoging with users STRATEGIC OBJECTIVES Extend the Brand Create a proactive dialog with users Improve the Customer Experience Proactively generate new leads Provide the best possible support to users during purchasing Increase purchase /lead generation conversion rates

6 Braininteractive Introducing The above-technology platform for complete management of multiple channels, content and cross-channel dialog

7 Braininteractive infrastructure The technologies which form the backbone of Braininteractive and above technology channel management Website App/Mobile Social Account PBX/CTI SMS Gateway Mail Server Fax Server Media Connector WEB MOBILE SOCIAL VOICE SMS MAIL FAX MEDIA INTERFACES CROSS-CHANNEL LAYER BRAIN TECHNOLOGIES Authoring Tool Admin Panel Operator Panel Semantic Modeller Modeler IVR Face Engine Semantic Engine ASR TTS TTS OpenGL BUSINESS MANAGER CONTENT EDITOR

8 The application core At the center of your IT ecosystem so as to provide cross-channel management VOICE SMS IT SYSTEMS APP SUPPORT TEAM WEB Brain HELP DESK MEDIA SOCIAL CRM/ERP Brain The Brain is the application core of Braininteractive that manages the technologies used to provide the service and which integrates into corporate IT infrastructure and dialogs effectively with Helpdesk, CRM and /or ERP systems. MARKETING GOVERNANCE OF MULTICHANNEL TECHNOLOGIES APPLICATION OF BUSINESS RULES PROACTIVE BUSINESS ORIENTED

9 The technologies Authoring Tool The Authoring Tool is designed to define and manage process, behavior, routing and user communication flow rules. Very easy to use, the Authoring Tool allows rapid management of all multi-channel communication routing rules as a part of customer care and marketing processes. Semantic Engine The Semantic Engine facilitates the creation of a dialog with the user by interpreting human speech and then querying the knowledge base so as to provide rapid, precise responses. The Semantic Modeller is the learning interface through which Semantic Engine capacity is developed progressively so as to increase its ability to provide accurate responses in the shortest possible time. Virtual Assistant This technology has been available since 2005 and brings to life avatars that provide human-like dialog with users fully governed by the Brain so as to apply behavioral rules defined via the Authoring Tool and use the Knowledge Base for proactive, effective communication.

10 Authoring Tool Cross-Channel above-technology Governance Governance of technologies, information and behavioral rules The Authoring Tool is the graphics editor designed to provide easy governance of the various technologies used in a multi-channel system as well as dynamic definition of information routing rules, channels and inbound/outbound dialogs with clients. The Authoring Tool is designed to define and manage process, behavior, routing and user communication flow rules. Very easy to use, the Authoring Tool allows rapid management of all multichannel communication routing rules set up in customer care and marketing processes.

11 Semantic Engine The H-care semantic engine (BrainInteractive semanticengine) is a software solution that produces automated responses to questions asked at the same time from a variable number of users. The basic paradigm is the Question Answering systems based on the classification of the questions: 1) The user sends a question from a certain semantic area to the engine 2) The system is pre-trained on a group of semantic areas which includes the area which the user is interested in 3) The system then classifies the question and associates an answer to it The BrainInteractive semanticengine is architected on a combination of innovative, state-of-the-art technologies for text classification. The components used have been developed over time by H-care based on research and partnerships with national and international institutions. Strengths INNOVATIVE - the BrainInteractive semanticengine is architected on state-of-the-art latest generation technologies developed over time by H-care based on research and partnerships with national and international institutions. SIMPLE - the BrainInteractive semanticengine enables even non-technical staff to create and manage the knowledge base with ease, providing: - a significant reduction in development and updating costs - a significant reduction in development and updating times - reduced time to market from the moment new content is developed to when it is available to users on line

12 Semantic Modeler Semantic-based interpretation created using the Modeler interface and knowledge base. This is the key component in developing progressive improvements in automated dialog and self-service support capabilities Semantic Modeler Category management Define content categories Q/A creation Generate answers associated to semantically similar questions Top questions List of the most frequently asked questions

13 Virtual Assistant The human face assistant designed to make digital support feel more... human! Available over multiple channels including the Web, Social ( Facebook ) and Media, the BrainInteractive Virtual Assistant is quite simply the best and most human-like digital assistant available. Virtual Assistant Content Dynamic content managed by Brain & Semantic Engine TTS Text to Speech Technology Face Engine ( OpenGL ) Real-Time Rendering of the Virtual Assistant

14 The channels Multiple channels, both traditional and new generation, managed at the highest level via a single integrated platform VOICE Automation for IVR systems to provide self-service, dynamic and proactive information over the telephone TEXT MESSAGE Automated management of text messages (SMS) for both inbound & outbound campaigns WEB Self-service customer care to create an interactive dialog with users via a digital assistant /FAX Automation of & fax for outbound campaigns MOBILE/MEDIA Extend the user experience by making use of the newest platforms ( mobile Apps & Kiosk ) SOCIAL Using social media as an extended channel to create a proactive one2one dialog

15 Voice Automation for IVR systems to provide self-service, dynamic and proactive information over the telephone Provides a personalized, profiled (predictive menu) welcome to users based dynamic BACKOFFICE INTEGRATION Integration into backoffice systems (CRM/ERP/HELPDESK) for data synchronization AUTHORING TOOL Defines inbound & outbound routing rules and provides dynamic one2one content management IVR/CTI INTEGRATION Full integration with existing IVR-CTI-PBX systems recognition and the acquisition of personal details. Gives personalized, dynamic information on case status or the documentation attached to an offer etc. Supplies information and interacts using the most advanced voice recognition technology and /or via dtmf tones. Authoring Tool HELPDESK /CRM Connector Brain IVR/CTI

16 Text message Automated management of text messages (SMS) for both inbound & outbound campaigns BACKOFFICE INTEGRATION Integration into backoffice systems (CRM/ERP/HELPDESK) for data synchronization AUTHORING TOOL Defines the dialog rules for the user and processes outbound activity via text message SMS Gateway Governed by the Brain, this tool manages inbound & outbound campaigns Authoring Tool CRM/ERP Connector Brain SMS Gateway

17 Web Self-service customer care via the Web. Provides assistance in three different ways so as to effectively respond to different integration and functionality needs chatbox assistant div Authoring Tool HELPDESK /CRM Connector Brain Knowledge Base Authoring Tool

18 Mobile & Media Self-service customer care via mobile apps, kiosks and nettv to exploit newest generation devices as a marketing tool and support channel. This takes service to a new level so as to build customer loyalty. BrainInteractive provides management of interactive kiosks, NetTV and other devices. BACKOFFICE INTEGRATION Integration into backoffice systems (CRM/ERP/HELPDESK) for data synchronization AUTHORING TOOL Defines inbound & outbound routing rules and provides dynamic one2one content management IVR/CTI INTEGRATION Full integration with existing IVR-CTI-PBX systems It provides interactive dialog with users using a device or other channels such as and social media. Here too the authoring tool provides control over the mode of interaction. Authoring Tool HELPDESK /CRM Connector Brain http/https/ XML Webservices

19 Social Media Automation of the Social Media channel ( Twitter ) and synchronization with other channels offering clients an innovative, functional customer experience. Automate customer service via Twitter, perform constant screening of the messages sent to one or more Service designated Twitter accounts and identify the best response to give to the user. you can get information on the service you need here: Via BrainBusiness 12/09/2012 When a message is sent to the service designated Twitter account, OnSocial calls on BrainInteractive to coordinate the flow of responses to the user based on rules defined by the AuthoringTool. It can provide responses to a request through the semantic engine and point users to a web page or assign the ticket to a service support team member via service desk software that will then answer on Twitter.

20 Case Studies ITALIA Advanced Customer Service using the Voice channel Vodafone's new IVR is based on the H-Care BrainInteractive platform which creates dynamic, personalized prompts and menus in real-time.

21 Self-Service Customer Care using the Voice channel H-care's Intelligent IVR enables over Increase phone lines. 42% in self-service interaction. Every customer calling will receive a unique experience created in real-time based on on corporate business rules, customer care priorities and commercial strategies. Results: Self-service adoptions increase by 42%. The web-based Authoring Tool application allows Customer Care Operators to access and maintain IVR content, menus, prompts, conditions and business rules with no need for particular technical skills. IT Operations have full control over the content workflow. Results: Reduced time-to-market so as to respond to new marketing challenges and satisfy customer needs. Dramatic reduction of IVR flow management costs: from 6-10 skilled IT staff to one Voice content and process specialist. Current investments in PBX/IVR infrastructure has been maintained, leveraging its VoiceXML integration capabilities.

22 Vodafone's Key Success Factors on new IVR 190 Business Driven Authoring Tool for Content Creation and real-time editing by non-technical users Real Time Legacy/CRM access in real-time through standardized SOA connectors Multi-channel Suports IVR, Web, Kiosk & Mobile at the same time Integrated with IT Systems SOA Architecture integration IT friendly Realtime publishing with workflow and simulation Compliant to Standards W3C VoiceXML 2.1 Standard compliant Cost effective Costs for effective IVR lines Dynamic content Real-time personalized menus and prompts for each customer

23 Case Studies Digital interaction & Self Service for a better customer service

24 Multi-channel customer care and self service technology Telecom Italia adopted the Human Digital Assistant in 2006 to increase selfservice access for residential and corporate customers. Now in its 3rd year the platform is managing both Web and IVR self-service channels providing vastly improved performance in reducing the cost of customer operations. E Web: E-Care, Billing, Technical assistance Mobile App Interactive Voice

25 Telecom s Key Success Factors Features of the Digital Assistant: Personalized content on every page Face with audio or text-only Summary of personal data Summary of latest bills Suggestion of useful links Alerts on pending trouble tickets Evidence of spending increases Promotions and upselling Opening trouble tickets Detailed personalized explanations Help on every line of the invoice Highlight relevant content on page Push of relevant URLs Drill-down guidance Recommendations on best rates and promotions Integration with semantic engine for virtual chat Step-by-step assistance Branding Caring Revenues Savings Contribute to brand awareness by enriching the value proposition via innovation and personalized interaction Simplify self-service access while providing a unique message through every channel Promote and create new Value Added Services exploring new business models with highly personalized interaction Benefit from the deepest multi-channel self-service paradigm and reduce calls to operators

26 Ensure effective solutions for your business processes. Your leadership. Our mission. Pat Group is the Italian company that has contributed to the success of more than 600 Italian and international companies for over 20 years by creating software solutions to improve their businesses, their information processes and to manage their most important asset: the customer. Our goal is to provide to each organisation, public and private, solutions and software tools to improve the acquisition of new customers, offering tools for multi-channelled customer care and automating the management of corporate IT processes. Pat Group: Corporate en-1.00

27 Thanks. web