Integration to Customer Forums

IntelliResponse can be integrated with and deployed into any open customer channel or application that supports open standards such as web services.

Specifically for customer forums, the value of integrating into this channel is to be able to provide customers with the "company viewpoint" on an issue or question, and not just the community?s viewpoint. This is accomplished by way of a "federated search" on the Forum site that takes the search terms entered by the customer, and does the following:

• Finds not just the community results against those keywords
• Finds and returns the "one right answer" from the company knowledge base, powered by IntelliResponse.
• Both sets of results are displayed in a GUI designed by the company, but usually the company?s "one right answer" is displayed first, followed by the community results

In addition, popular content from the community can be "promoted" into the company knowledge base, through a content review and approval process, thus ensuring that community content is leveraged and re-used.