IntelliResponse for Contact Centers

Customer service representatives (CSRs) face the same challenges as consumers ? the need to find concise, accurate answers from a vast database of content as quickly as possible. This is why the IntelliResponse Virtual Agent solution is ideal for use within an organization?s contact center, on CSR desktops.

Deploying an IntelliResponse Virtual Agent on CSR desktops is a proven way to increase first call resolution (FCR) and enhance agent efficiency and accuracy. IntelliResponse VA?s for the contact center leverage the very same features of the time-efficient and highly accurate IntelliResponse virtual agent technology for self-service channels. Give your agents the same ease-of-use and One Right Answer capability right on their desktops

In general, the agent improvements are: reduces AHT by 5% - 30% Improves FCR by 10% - 50% Reduces agent ramp up or training time Improves CSAT. The best case study we have is ING Direct who uses IR as the #1 tool for agents, and it has reduced escalations to level 2 agents by over 50%.