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ActiveAgent™ for the Enterprise
Searching for information has become one of the most time consuming, yet critical tasks a knowledge worker performs.
Wouldn’t it be great if there was a solution that could help your employees quickly retrieve accurate answers to a customer’s most complicated questions? A single source that had all the answers?
That’s the idea behind ActiveAgent for the Enterprise, from Next IT.
The High Cost of Information Overload
The ability to quickly provide your clients with accurate, consistent information can be key to customer satisfaction. Yet in today’s business environment, workers are faced with a deluge of information that makes any one piece of data extremely difficult to find.
As a result, customer-facing employees spend too much time looking for information, recreating information that already exists, and relying on outdated or conflicting information.
The result? Lower productivity, frustrated workers and unhappy customers.
ActiveAgent’s intelligent information retrieval technology makes finding information fast and easy. Just ask a question in your own words and ActiveAgent promptly delivers the right answer. You’re able to provide a level of customer care that simply isn’t available through other so-called intelligent solutions.
It's NOT Search. It's Resolution and Support
ActiveAgent for the Enterprise is an intelligent self-service layer that enables organizations to use existing best practice sales and service strategies, and existing knowledge bases to better serve internal and external customers.
When a customer asks a question, the customer service representative simply types the question into the special ActiveAgent box on the computer screen. Instead of returning a long list of search results that may or may not deliver the correct information, ActiveAgent provides a text or audible answer and simultaneously navigates to the most appropriate web page. Supporting links are also presented.
Unlike other solutions that claim to offer an “intelligent” experience, ActiveAgent goes far beyond traditional search capabilities. ActiveAgent delivers precise information by identifying concepts, understanding what information is needed in specific situations and asking clarifying questions.
Strengthening Customer Relationships
Nobody knows your products and customers better than you do. That’s why we work closely with your subject matter experts to create a Knowledge Base that includes the content you need to answer the questions that are important to your clients. We also review your existing content repositories, FAQs and chat logs.
By integrating ActiveAgent with a customer’s account profile, your employees can provide information that is tailored to the needs of that specific customer. ActiveAgent can even direct the caller to other company personnel based on the questions being asked.
But we’re not trying to re-invent the wheel. When applicable, we navigate users to existing web sites – especially those that contain dynamic information such as interest rates or stock prices. You are able to quickly provide your customers with up-to-the-minute information without ever leaving the ActiveAgent screen.
Key Features at a Glance
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Quality 24 x 7 Self-Service |
Provides consistent, around-the-clock access to information. Answering product questions and solving customer problems has never been more convenient. |
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Advanced Find Technology |
Delivers accurate answers to customer inquiries using a combination of artificial intelligence, powerful search technology and speech recognition. |
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Access to Dynamic Data |
Quickly navigates to existing web sites that contain changing information. |
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Intelligent Reporting |
Collects, tracks and logs all user interactions, including conceptual interests of customers, providing real-time market analysis.
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Powerful Selling and Cross Selling Tools |
Creates the opportunity to provide information about specific products based on potential client interest. |
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Expanded Marketing and Branding Abilities |
Supplies the platform for delivering directed marketing messages. |
A Complete Solution
ActiveAgent for the Enterprise includes comprehensive reporting capabilities that offer insight into metrics such as number of sessions and session duration. Our web-configurable reporting engine understands concepts so it can also report on customer intent.
We also train your staff to use our robust System Training Tools, so they can quickly update ActiveAgent to meet changing requirements.
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