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Technology and Approach that makes IntelliResponse work

IntelliResponse Virtual Agent is supported by 1 core, multi-patented platform. The core technology that defines our technical competitive advantage is covered under our first patent granted in 2007 (patent number 7,171,409). The technology that helps automatically enable that matching, based on representative user questions, is USPTO #8,392,422.

From a business perspective there are many ways in which a question can be asked. These permutations can result in hundreds or even thousands of different ways in which a question can be posed. In the end these permutations all relate to a specific answer or response. Our technology takes the incoming question and rapidly assesses the context of this question and its relation to a specific response. 

Unlike search based approaches that are used by most of our competitors, a search based approach indexes the content and then compares an end user?s input against the content.  So a question such as ?how do I pay my bill? or ?can I remit via the web? or ?Do you take visa or MasterCard? will all result in a different set of results forcing the customer to try and select/find the correct one. IntelliResponse?s solution recognizes that each of these questions should for example result in the same answer ?What are my bill payment options??

IntelliResponse?s solution is also capable of rapidly learning new questions so that the text question from a mobile phone ?mk pay now? even if initially unanswered can be associated with the correct answer so that the question and permutations based on spelling and synonyms and order can be captured in the future. The process for creating this relationship is as easy as dragging the new question onto the applicable answer to create the initial association which is then analyzed by our algorithms. This capability ensures that as the methods and ways in which customers questions evolve, so does your ability to intelligently respond to them.

The IntelliResponse core technology also provides for the ability to examine across contexts of lines of business to determine the correct answer while also allowing our customers to be prescriptive about a particular set of answers to examine for the answer. Our algorithms also provide the capability to suggest related questions which may also be of interest based on the question asked. Additionally our customer can also control a set of suggested questions which can also be returned. These two core capabilities are why we can also provide a more prescriptive or decision based approach to guiding the customer although they are not frequently used for that specific purpose.

Other core technology includes deep analysis of customer questions for the purposes of gaining critical customer insight. As noted previously we already have class leading reporting and analytics. Joining with this are new methods to visualize the complex and unstructured data contained in a question to aid our customer in driving marketing, sales, product, customer service and customer experience insights.

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