Integrating the Power of Intent with Corporate Knowledge

Transcription

1 WEB SERVICES OVERVIEW Integrating the Power of Intent with Corporate Knowledge The ability to seamlessly move information between internal business units, customers, partners and across the new omni-channel customer universe is vital for success in today s digital economy. As both the breadth of knowledge and the range of interaction channels continue to expand, the ability to integrate new technologies into existing business processes is vital. The IntelliResponse Virtual platform is a flexible, enterprise grade technology based on web services, allowing information to be distributed between critical applications over operating system, platform, and language barriers and this empowers our clients to bring their best of breed solutions together into a cohesive framework that just works. ANY PLATFORM ANY SYSTEM ANY LANGUAGE 2014 IntelliResponse Systems Inc. PAGE 1 WEB SERVICES OVERVIEW

2 An Open and Dynamic Platform Based on Web Services We have architected our Virtual and Knowledge Management technology to allow clients and 3rd party technology partners to both extend and complement our patented approach to recognizing the intent behind stakeholder questions. The power of IntelliResponse lies not only with our front end engagement interface, but also with our flexible back end architecture that enables customers to develop customized solutions that embed our web services. Supporting this delivery is a straightforward software architecture that leverages a clustered database environment and load-balanced application servers. A Java middle tier supports data delivered through web services (Simple Object Access Protocol or SOAP over HTTP). IntelliResponse can also provide clients with access for REST based services (available in 2015). In addition, we have the flexibility, through our services, to deliver our answer technology through a number of user interface approaches: Web implementations utilize JSP/CSS/HTML for the presentation layer Adobe Flex/Air interfaces through SOAP iphone and either native solutions through SOAP Alternate Rich Internet Application (RIAs) interfaces Web USER INTERFACE OPTIONS Communities Mobile 2014 IntelliResponse Systems Inc. PAGE 2 WEB SERVICES OVERVIEW

3 Key Integrations IntelliResponse Supports CRM & Customer Service Suites The integration of IntelliResponse technology with CRM/ Customer Service Suites provides a variety of useful ways to tightly co-ordinate self-service and assisted service strategies. Contact center agents and end customers alike can get instant, approved answers to their questions, regardless of the channel they choose to ask them in. In situations where both self-service and assisted service are used, agents can see the customer interaction history and ensure the right answer is delivered along with relevant and timely information based on customer history. CRM INTEGRATION: SALESFORCE SERVICE CLOUD Escalates to assisted channel Receives answer & content from SF.com Customer interaction information Receives answer & content from SF.com Enterprise Search Technologies IntelliResponse can seamlessly integrate and co-exist with enterprise search appliances, to reduce customer effort and increase accuracy of results without having to retrain customers. The flexibility of the IntelliResponse platform empowers clients to retain their investment in existing search technologies while transforming their ability to answer timely customer questions across channels. CRM INTEGRATION: SALESFORCE SERVICE CLOUD Send end user question Search WWW. Customer Website MASHUP Search Results One Right Answer 2014 IntelliResponse Systems Inc. PAGE 3 WEB SERVICES OVERVIEW

4 Collaboration & Community Technologies Clients can choose to marry IntelliResponse with existing content in collaboration and community platforms allowing for an ideal federated approach to capturing the intent behind questions and delivering both the official answer as well as any relevant community created content. SOCIAL COLLABORATION Receives official answer & relevant community created content Online Chat Technologies Communities End customers can move easily from self-service to assisted chat service, choosing to engage with an agent if an answer is not available from the IntelliResponse knowledgebase or if they have additional questions. Question history can be used to ensure a chat request is directed to the right agent or group of agents - and if an agent is struggling with a particular question, they can use IntelliResponse to get the One Right Answer and deliver it to the end customer. Response Management System End customers can choose to the company if an answer is not available from the IntelliResponse knowledgebase or if they have additional questions. Customer inquiries can be managed in the clients response management system. Contact center agents also have access to the IntelliResponse knowledgebase to help them respond quickly and efficiently to s. CHAT AND RESPONSE After asking a question wants to escalate to an assisted channel While responding to chats and s, agent can get answers from IR Escalation info asks question and gets answer (e.g. LivePerson, ICE/ETS, etc) 2014 IntelliResponse Systems Inc. PAGE 4 WEB SERVICES OVERVIEW

5 TECHNOLOGY OVERVIEW Presentation Layer Web Mobile Communities Service API Knowledgebase Server Natural Language Interpreter Matching Engine Customer Interaction Log Answer Content Matching Expressions VIRTUAL AGENT & KNOWLEDGE MANAGEMENT PLATFORM Answers Digital Self-Service & Customer Engagement VOICES OFFERS Intelligent Virtual VOC Offer Management Web Mobile Kiosk Phone Other Single platform automatically processes interactions across all channels Enterprise-grade Multi-Channel Digital Self-Service Patented Intent Recognition Technology Leading Knowledge Management Capability 2014 IntelliResponse Systems Inc. PAGE 5 WEB SERVICES OVERVIEW