Rescues Chat Operators From 80% of Questions, Compatible With Nearly Any Chat Platform
Spokane, Wash., September 18, 2013: Next IT, the world’s leading provider of intelligent virtual assistants (IVA), today announced the availability of Alme for Chat -- a new solution that harnesses Next IT’s powerful virtual assistant platform to maximize the value of web-based customer chat. Working as a first point of contact within the live chat environments, the Alme for Chat virtual assistant can answer more than 80% of customer questions without any wait time. Alme for Chat ensures a consistent customer experience for every visitor to a site, and frees human chat operators to focus on answering more complex questions and creating new revenue opportunities.
Live chat has emerged as a powerful business tool in recent years, but fluctuations in site traffic make it difficult for companies to ensure a consistent customer experience. As customers increasingly turn to chat support to aid their purchasing decision, Alme for Chat makes possible to scale the customer experience to meet any level of demand. Alme for Chat keeps customers engaged and can answer the large majority of questions that do not require a human response. Customers receive the remarkable experience they were hoping for, and businesses are able to reduce costs while improving service.
“We discovered that 80% or more customer interactions over live chat are fairly routine,” said Next IT’s Mitch Lawrence, EVP of Sales and Marketing. “That means that customers are stuck waiting in a queue while chat operators answer the same questions over and over. We knew our virtual assistant technology could provide a more rewarding experience for customers. With Alme for Chat, every customer receives an instant response and human operators can spend more time on complex interactions.”
Alme for Chat is built on the same Alme platform that powers IVAs for Aetna, United Airlines, and the U.S. Army. Using sophisticated artificial intelligence technology, Alme virtual assistants can understand questions from customers and communicate the best course of action using everyday language. When integrated into a live chat environment, the IVA can increase efficiency and maximize the value of trained chat operators. In pilot tests of Alme for Chat, clients saw a five-fold return on their investment in only six months.
Alme for Chat is easily integrated into nearly any existing chat environment. The technology works as a layer on top of the live chat application, maximizing its capabilities and efficiency. The Alme platform includes language analysis tools for processing large volumes of chat logs or call transcripts in order to identify the needs and objectives of end users. As it interacts with customers in everyday language, the Alme for Chat IVA will continue to improve its performance and learn new questions and answers. This makes it possible for businesses to automate the conversations that drive the most immediate business value.
“Any business can recognize the importance of their customer experience,” said Fred Brown, founder and CEO of Next IT. “Alme for Chat was designed from the ground up to dramatically improve those experiences without asking businesses to rip and replace their existing investment in chat support. The result is a solution that will impress customers and strengthen businesses.”
Key Alme for Chat Features include:
- Enterprise-class virtual assistant
- Advanced natural language and concept-based understanding of customer questions
- Intelligent understanding through conversational awareness (what user has said) and page awareness (location on the website)
- Conversational data and entity extraction to support dynamic responses and robust integrations to data-driven web components or back-end CRM, ERP, transactional, and other systems
- Configurable escalation to live, web-based chat via Next IT ActiveChatTM or other API-accessible support channels
- Complete interaction recording with robust reporting (ActiveReportsTM) and BI support
- Support for both SaaS-based and on-premise deployments