Next - gen Service Desk from

Next Gen Helpdesk from www.inteliwise.com1

InteliWISE.com0 - 503 007 654

[email protected]

InteliWISE Automated & Live Chat Service Tools

for a better desk service and lower cost

For HelpDesk For ServiceDesk

Next Service Desk


Background / Why important?

• Traditional Help Desks increasingly migrate into self – help Service Desks

• Internal customers want more than just IT tech issues

• HR, facilities requests, quick help questions

• Strategic corpo initiatives aim at lowering service cost (TCO)

• via switching from Walk up & phone to Live chat and self service

We provide these…


What we offer

We provide the most – cost effective support tools for service desk and help desk:

• Intelligent Virtual Agent, for a precise, self – service, automated support

• Integrated Live Chat/ Web chat, for more complex problem resolution

• API for escalation to phone / call center

Our automated & live tools help

* migration from help desk with high calls volume into self – help service desks

* help agents and organizations in reducing call volume and cost optimization.


Our system: Elements & escalation

Virtual Agent

Automated Q&A support

Live Chat

Live Assisted support

InteliWISE system Escalation

API for call escalation and transcript export

to any existing call center

Service Desk - Self-Service Offering: Tips Consistent Look & Feel

Keep it Simple Training Users when to Use Self Service

Leverage the Phone System Knowledge Integration

Make it Easy for Customers to Use


Self- service, automated help

• Entry point to a modern, virtual ServiceDesk• A powerful, self – service software that

• understands intent of customers’ problems

• provides instant responses, at a stunning cost of below $0.10 per interaction.

• Works like a combination of Search and automated FAQ help system with live chat• Supports self – learning of the whole system

Our system: What is Virtual Agent?

• For a repetitive Tier1 problems incl.• How do I …

• Retrieve my password • Get a permission for

• I want to install … • Why this system does not respond…

Resolves repetitive customer problems up to 10 x less costly than call support, in less than a minute.


Our system: What is Live Chat?

Integrated Web Chat

• Problems that are not resolved by an automated Virtual Agent, are escalated to a live chat • This software that enables text chat between live agents and online users• Works in real time, instantly • Significantly helps in resolving more complex customers’ problems and process with transactions • Can seamlessly transform to a phone connection (upon integration feasibility)

• For more complex Tier2 problems incl.• Personalized tasks • Complex issues requiring personalized

support • Transactions completion


Incoming question

Online ServiceDesk

Virtual Agent

Self – Service, automated help

Phone | Call centerCustomer

resolved his problem

Live chat (to skill X)

The lowest cost of resolving of the 25 – 55%

most repetitive users’ questions

Complete data is stored and self –learning system

improves performance

Integrated chat & call service of more

complex issues, at 150-200% of self

service cost

Data from multiple tools is

is saved in a single repository and can be re-

used

Tier1 problem /

issue

Tier2 problem /

issue

Solution & Data

Flow | Scheme

Live chat (to skill Y)


Assistance is available every time, by automated Q&A or live chat

System guides step-by-step with clarifying questions

System understands where exactly shopper is (or what problem he may have) and suggests a contextual help

Switching between live (chat) help & automated Q&A at any moment

What users see?

• Example – side TAB WIDGET

User can rank answers and help scenarios


What Live Agents see?

Active chats (with number of new chats indicated)

Canned responses Pre- set responses for a quick Copy&Paste

Live Chat flow windowWith user stats (location, name, identification)

Chat Forwarding & EscalationTransferring chats to other skills (other operator)


Intent Recognition + ‘what’s next’ suggestionsThe powerful intent recognition technology will enable to understand a question and provide Instant Answers.

Our predictive search provides the feature known from web based search – auto-complete.

The difference is that InteliWISE auto complete suggests search results based not only on a keyword search, but more importantly on - The meaning of the question- Previous customers’ searches around the specific problem

Auto-complete

‘Next-step’ suggestion

Features


Scripts allow for defining important messages Any Support or Marketing messages can be designed in minutes with Scripting feature.(The system offers a lots of pre-defined scripts, too)

Features


Triggers define the precise moment for Engagement The aim is to approach users before they make a call or abandon the process

Identification of the precise moment of customer engagement is critical to ensure the maximum benefit from the Virtual Agent.

Our system is uniquely equipped with a set of triggers and contextual support scripts, that help identify the precise moment at which engagement should be offered and effected.

Features


• The real –time performance statistics:

• Volume of chats taken by Agent• Number of abandoned chat• Time to respond (% of chats accepted in n-seconds), • Volume of orders as an effect of chat • Agents’ productivity • Full transcript of chat conversations

plus

Top 100 shoppers’ pending questions

• All data is instantly available via the web – based reporting system or e-mail alerts

Reporting, Statistics


Reporting, Statistics: chat volumes

• Chats Volume • Taken by Agent• Not Taken within (n)

seconds by operator • Abandoned chat

• Chat depth & length

• Escalations Type • Chat escalated to Call • Chat escalated to

Virtual (chat) Assistant


Reporting, Statistics: transcripts

• Live Chat Transcript

• Full Chat Transcript

• Chat Transcript Filtering


Reporting, Statistics: Routing & Productivity

• Chats Routing & Waiting times

• Conversion/ Sales Performance

• i.e. Volume of orders as an effect of chat


Reporting, Statistics: Agent Productivity

• Agents (Operators) •Productivity

• By type of invitation • By case / location

• Departments/ skills (i.e. customer service, sales, retention productivity


Moving from Help Desk to Service Desk Centralize Your Services Implement more Proactive Processes (Problem Management) Automate Processes Make the Right Knowledge Available to the Right People Formulate your Service Desk Service Catalog Offerings Determine Target Resolution Times & SLAs Focus on the Right Metrics; Service Desk KPIs

Why transforming your Help Desk ?

Transforming the Help Desk “Deadly Sins” Help Desk Deadly Sins – Improvement Areas:– Reduce Call Volume– Decrease Learning Curve– Decrease Customer Escalations– Ensure Consistent Responses– End-to-End Ownership of the Customer Incident to Resolution– Shorten Resolution Times– Reduce the Impact of Employee Turn-Over Using Knowledge Management to address Deadly Sins and:– Lower Costs– Increase Customer Satisfaction– Increase Efficiencies

Why Automation? Get the most out of your investment– Most Users are only using 60% of the Functionality of Current Tool Make Your Tool Work For You– Let your staff focus on the important things– Ensure Items Don’t Fall Through the Cracks– Enforce Your Processes Efficiencies, Efficiencies, Efficiencies– Repetitive, Repetitive, Repetitive– Do More With Less


We provide innovative automation tools for transforming to ServiceDesk

Automation – a key element to transforming to a Service Desk

– Reactive to Proactive– Enables Service Level Monitoring– Automate Repetitive Tasks– Automate Ticket Creation (Auto-ticket Creation)– Automatic Routing for Consolidated Services– Automate Escalation– Ensures Quick Customer Response / Acknowledgement– Ability to do More with Less = Lower Cost

Complete solution for an additional tool for phone / call center * for those customers who can not make a call (noise, open - space at work etc)

Fully cloud – based, integrated solution (on-premise in option)

Flexible API for data exchange

Real – time reporting

Why inteliWISE


References & Clients

Volume of interactions: we have served more than 8m conversations for our clients…

… with a more than two-digit dynamics in the last quarter

+50 global Customers of InteliWISE service


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About InteliWISE

Leading provider of cloud-based

live chat and virtual agent software

For our customers – both SME and

F500 companies- we run more than

8,000,000 customer interactions

without live human involvement

Our Virtual Agents provide a self –

service assistance at less then $0.1

per interaction – significantly

cheaper than call center operators

We are a Silicon Valley company

(Sunnyvale, California) with

development in Europe (Poland)

An Intel Capital portfolio company,

and a Public Company in Poland

(New Connect)

A US Patented technology

Within Top10 leading providers in the recent Forrester Research report*

* Five essential … Forrester Report, November 2011

Documents

Next - gen Service Desk from