Astute Solutions today announced the expansion of its RealDialog product family with the launch of RealDialog Agent Assist, which was designed to enable contact center agents to more quickly deliver consistent, accurate and personalized responses. According to the company, the solution is capable of addressing issues and questions of varying degrees of complexity in a conversational manner.

 

Today’s contact centers are pressured to drive down costs and challenged to manage agent turnover, continually changing product information, and disparate systems. Customer demand for fast, accurate answers to phone, e-mail, or chat inquiries is on the decrease, and meeting these expectations necessitates rapid training and real-time access to key information sources. As highlighted in the Aberdeen (News - Alert)Group report entitled: “The Intelligent Contact Center: Increasing Multi-Channel Visibility,” agents’ daily challenges can impact the entire organization.

 

RealDialog Agent Assist gives contact centers and agents an easy-to-use tool to overcome some of these challenges. It integrates with any CRM desktop to deliver the data needed from key information sources within and outside of the enterprise. Agents enter the customer’s question, verbatim, and RealDialog Agent Assist responds with a specific answer, paragraph within a document, or file (sound, video, Web page, or document) to address the question. The solution guides agents through an efficient and effective conversation with the customer, prompting them with specific questions and responses as they “drill down" to the heart of the customer’s issue and its resolution. 

 

Regardless of the channel, RealDialog Agent Assist initiates the appropriate actions in the CRM system to correctly categorize the customer’s issue for improved reporting and analysis. For inbound e-mails and chat sessions, Agent Assist presents agents with suggestions for responses, topics, and case/reason codes. Ultimately, it accelerates issue resolution and ensures a high quality customer experience.

 

“In order to achieve best-in-class status, companies must implement knowledge management solutions. Providing accurate data across channels is critical to enhancing the customer experience,” said Alan Hubbard, SVP, Customer Management Technologies Group at Aberdeen.

 

Consistent with Aberdeen’s findings, RealDialog Agent Assist enables an enhanced customer experience in several ways:

 

* Rapid information retrieval for accurate, high-quality responses across all channels;

* Consistent responses – regardless of how customers ask questions;

* Reduced agent turnover in line with increased satisfaction; and

* Improved agent performance and call center productivity.

 

“Knowledge management improves the quality and accuracy of consumer interactions. The launch of our RealDialog Agent Assist signifies the expanding role of the contact center in enhancing enterprise performance,” said Astute Solutions President and CEO, Joseph Sanda. 

 

The RealDialog knowledge engine delivers advanced linguistics, understanding of natural language and intent, and knowledge management capabilities for Web site visitors, contact center agents, employees and partners. Through its advanced linguistic processing and natural language understanding, RealDialog enables end users to phrase their questions any way they choose to receive specific, accurate details about products, services and policies.  The solution can:

 

* Contextualize responses by conducting an interactive dialog with the end user;

* “Learn” from end users’ input; and

* Leverage data residing in other data systems.

 

These capabilities help improve service quality and efficiency at all touch points, ensure information consistency and accuracy across channels, improve the speed of issue resolution, increase conversion rates, and enhance the end user or customer experience. 

 

For more information, visit www.astutesolutions.com. The Aberdeen report can be viewed at www.astutesolutions.com/intelligent.