Illations SMART Technology enables high quality customer service by delivering knowledge to your customer service agents, making all of them as productive and educated as your best agents. It ensures fast, consistent and accurate answers to give increased customer satisfaction.
Customer service agents simply enter queries as the customer describes them. Our proprietary search technology is coupled with natural language and advanced linguistic processing to search your knowledge base, suggest additional questions and recommend solutions. Your customer service agents are free to interact with customers and have a natural dialog, in their language of choice, while the system quickly searches and guides them to the correct answer.
Illations SMART Technology is complemented by SMART Search, a search engine that actually understands queries in several natural languages, and simultaneously searches multiple data sources, whether they be on your enterprise intranet, or the public internet. If a SMART Advisor search is unsuccessful, agents can automatically be brought to a SMART Search results page.
SMART Technology enables you to accelerate training cycles and bring customer service agents quickly up to speed. That's a significant benefit if your contact center has large amount of turnover, or uses temporary or seasonal workers. Illation SMART Technology increases first call resolution, decreases call escalation rates and lets you handle more calls faster, with fewer customer service agents. Read more in our fact sheet or white paper about using CBR in the Call Center.
Best of all, reducing costs won't come at the expense of quality service. We can integrate our SMART technology with leading call tracking vendors enhancing your investment in call management systems.
Deliver service consistent across your entire organization
Make every agent your best agent
Get agents taking calls in record time
Increase first call resolution
Deliver fluid, natural agent-customer interactions