The Little Man who Isn't There: NeuroServer 3.0 vReps.As costs escalate es·ca·late v. es·ca·lat·ed, es·ca·lat·ing, es·ca·lates v.tr. To increase, enlarge, or intensify: escalated the hostilities in the Persian Gulf. v.intr. for handling live calls and e-mail, Internet-based self-service options for cybershoppers ate attracting more notice from companies desirous de·sir·ous adj. Having or expressing desire; desiring: Both sides were desirous of finding a quick solution to the problem. de·sir of stemming cost overflows while not short-changing their customers. NativeMinds Inc. unveiled NeuroServer 3.0, the latest release of its software suite for creating virtual online customer service representatives, or "vReps." These virtual agents help to enhance customer service, increase sales and deflect de·flect intr. & tr.v. de·flect·ed, de·flect·ing, de·flects To turn aside or cause to turn aside; bend or deviate. [Latin d costly phone calls and e-mail messages by automatically answering high-volume questions online. Instead of just returning a list of search results, NeuroServer 3.0 enables virtual service agents to gauge customers' questions based on question type, tone and customer history, and answer precisely with accurate, personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. replies. These capabilities enable vReps to handle relatively complex questions such as, "What is my insurance policy coverage" or "How can I open a checking account?" The product can respond to customers with text, Web pages, transaction data or a transfer to live assisted service via telephone or e-mail. New features include the ability for vReps to suggest other conversation topics related to customers' initial lines of questioning and extensive customer intelligence capabilities that allow businesses to analyze an·a·lyze v. 1. To examine methodically by separating into parts and studying their interrelations. 2. To separate a chemical substance into its constituent elements to determine their nature or proportions. 3. vRep conversation data. The reporting capabilities track vRep usage metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. and capture customer information including conversation topic popularity, duration and percentage of repeat customers. Companies can also measure vRep response accuracy as well as statistics on when questions need to be escalated to higher-level customer service channels. Intended for meeting the demands of high-traffic Web sites, the solution's performance delivery has doubled over the previous release. A new component, NeuroServer 3.0 Enterprise Application Platform, allows virtual representatives to manage thousands of simultaneous conversations across multiple servers and maintain continuous conversation threads in the event of unforeseen hardware failures. Since NeuroServer integrates with leading CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. systems and employs an advanced search technology, vReps can draw on information stored in a variety of databases, order tracking, CRM and e-commerce e-commerce, commerce conducted over the Internet, most often via the World Wide Web. E-commerce can apply to purchases made through the Web or to business-to-business activities such as inventory transfers. systems, and respond to research-type questions that require broader responses (as in the form of multiple Web pages). vReps can manage and field a large percentage of customer inquiries in order to free up live agents to handle higher-level service tasks. NeuroServer 3.0 is a complete on-premise development and serving environment that allows companies to easily develop their own self-service initiatives and maintain complete control of their proprietary corporate data. www.nativeminds.com/800-968-1002 |
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