Building a consistent, reliable customer experience one conversation at a time
Today, no one knows more about your customers and their needs than you do.  But as requirements change—and they will—you want to be the first to know.  Our ActiveAgent Intelligent Customer Experience Suite includes a robust set of configuration and training tools that leverage customer engagements with your best business practices to refine and build a reliable user experience.

Add personal expert influence for smart knowledge management
The Agent knowledge base is the engine that drives the exceptional customer experience, and the toolset allows you to make high-value content decisions based on: customer interactions, stakeholder experience, and in-depth market knowledge.  As you enrich your product and service offerings, that information is introduced in a way that continuously improves results. The bottom line: your customer’s experience just keeps getting better and better.

DiscussionReview™
DiscussionReview provides subject matter experts with the means to actively participate in ActiveAgent’s continuing education and increased performance, ensuring the highest quality customer experience.  Experts can view transcripts of discussions between channel visitors and ActiveAgent to identify areas where new answers are needed, or where value can be added to existing answers. 

Further, experts can recommend directive strategies to improve visitor success, and request content creation. 

DiscussionReview benefits:

• Leverage content and expertise from across the enterprise to streamline service resolution.
• Market strategies can be quickly implemented and Agent’s tactical messaging changed to address customer demand and brand enhancement.
• Proactive knowledge development reduces repetitive service tasks and incoming service volume.
• Non-technical personnel have influence and ability to update ActiveAgent’s answers to inquiries.

ActiveLab™
ActiveLab  is the core of the ActiveAgent knowledge management toolset.  Content Authors use ActiveLab to include existing datasets, add new information, refine conversation paths, and perform ongoing maintenance to the knowledge base.  ActiveLab’s major components include the vocabulary builder, a concept editor, unit builder, and regression testing tools.

ActiveLab benefits:

• Intuitive side-by-side interface allows content authors to quickly build and test new knowledge.
• Simple knowledge creation workflow which makes it faster to publish urgent content.
• Authoring workflows enable permissioned users to review, edit and approve content.
• Accurate regression testing quickly checks new knowledge stability before being published.
• Deliver the precise product, service, or resolution message through rapid Agent response editing.

ApprovalManager™
ApprovalManager provides authorized personnel—marketing, legal, HR personnel and others—the ability to quickly and easily review and approve changes to ActiveAgent responses prior to publication.

ApprovalManager benefits:

• An easy to use web-based interface ensuring comprehensive oversight and fast turnaround.
• Ensures visibility and historical recording in areas related to compliance when needed. 
• Empowers management and offers a means of checks and balances.