InteliWISE eCommerce Agent
What’s Not Working:
- High drop-off rate as a result of the lack of real-time, immediate support;;
- Consumers want their questions answered while they shop;
- 59% of respondents do not believe e-mail queries to customer service will succeed
How It Can Help:
The InteliWISE ShoppingCart Agent assists your shopper with the right responses just when it’s needed the most and:
- Decreases shopping cart drop offs;
- Can answer questions that shoppers have, contextually;
- Can escalate user concerns to live chat or live operators, but also can address questions immediately at the source of the concern
(Is putting my credit card number online secure? Are you using this address for marketing purposes? Is sales tax added after the purchase? How do I return the item if I am not happy?)
Business case/ROI
- Enhances traditional shopping cart support tools, like click-to-chat or phone;
- Provides answers for less than $1 per conversation vs. the traditional $5 per call, without waiting for an operator
What’s next?
- Enhance your shopping cart with an interactive agent, available 24/7, for an infinite number of parallel conversations;
- InteliWISE will suggest how to add an Agent to your current eCommerce platform
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Watch video demo
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Features & How it works
HOW IT WORKS
- ‘Welcome’ Sales Agent that grabs clients’ attention
- If you put a Video Agent on your site, it will greet customers and focus user attention
- InteliWISE Video Agent are proved to generate up to 29% CTR, when we compared website without and with Video Agent
- Application Form Agent that helps to fill – out lead generation forms
- You can assist Application Forms with a Video Sales Agents, that show up contextually in case the user is unsure about what to do, or accompanies the user from the beginning of the process
- It will also show the user where to find the data required for the application form
- Improving effectiveness of a livechat application in online sales
- The new service, as opposed to traditional livechat, does not require constant attention of a real life Agent. When the operator is away from the system, the customers are connected with the virtual Agent
- Handles up to 1000 simultaneous conversations, especially in rush hours related to special offers, malfunctions etc.
- Provides sales – support answers of the same quality
VALUE PROPOSITION
- Understanding customers’ questions written in their own words, even with misspellings and grammar errors
- Providing the right responses, backed by multimedia and voice – proven +80% correct answers, often approaching 96% positive response rates
- Greeting customers through interactive video – it captures attention
- Filling out questionnaires – prompting „yes, but how do I” or „I forgot my customer ID information’ type of questions
- Getting the message to the user more effectively than the traditional web-self service tools, without human interaction, starting at $0.02-$0.08 per contact
- Delivering full reports on user’s behavior to the web owner
- 1000’s of conversations in real time, proven to reduce up to 70% of queries to helpdesk or call center calls
- Scalability to adapt to changes of traffic of queries to contact center
- Continuous and constant quality of answers, 24x7 – very important to clients where consistency is mandatory
FUNCTIONAL CAPABILITIES
Excellent Conversational Abilities • Question and response format
• Natural Language Processing with semantic search - understanding customers’ questions written in their own words
• Synonym database, correction dictionaries
• Business processes scenarios
• Contextual Auto-Complete (search query auto-fill)
• Auto fill of missed-queries
• FAQ knowledge base through natural dialog
• How do I' resolving through natural dialog
• Up-selling products
• Assisting application forms
• Multilingual text-to-speech engine
Rich video multimedia interface • Video Avatar with lifelike mimics
• Enterprise search leaping
• Video Avatar interface for interactive dialog experience
• Multimedia, audio, print, and click-to response formats
Seamlessly integrated with leading self – service tools • Integration (through API) with leading self – service systems: Genesis, Avaya, Cisco
• Integration with Live Assistant phone Call-Back
• Integration with CRM, billing and other business IT system
• Scalable high-volume multi-session simultaneous care operations
• Call center script scenarios embedded
• Click to live chat if necessary integration (upon request)
• Index search engines (incl. Google, Oracle) integration for DON’T KNOW responses (upon request)
• Speech recognition integration (upon request)
• Semantic intelligent translation of queries - involving misspellings, prefixes and synonym word choices
Behavioral web analytics • Rich statistical reporting with audit tracking, measurements, paretos, real-time dashboards, + conversational histories (6 months minimum)
• Statistical reporting of topics addressed, asked, searched- FAQ knowledge base through natural dialog
- Account billing information
- 'How do I' resolving through natural dialog
- Up-selling products
- Assisting application forms
- Natural language capability - understanding customers’ questions written in their own words
- Scalable high volume multi-session simultaneous care operations
- Multilingual text to speech engine
- Showing the response with multimedia [upon request]
- Direct pointing out to responses in website
- Call center script scenarios embedded
- Auto fill of missed-queries
- Click to live chat if necessary integration [upon request]
- Index search engines (incl. Google, Oracle) integration [upon request]
- Speech recognition integration [upon request]
- Semantic intelligent translation of queries - involving misspellings, prefixes and synonym word choices
- Statistical reporting of topics addressed, asked, searched
InteliWISE’s New Generation of Interactive Video Sales Agents is a leading innovative solution in the field of customer self-service/self-care. It is a virtual employee – armed with intelligent software. The agent is able to answer questions like ‘How do I…’, ‘Where do I find’ and ‘Please show me…’, all integrated with traditional e-mail/livechat applications with the ability to be utilized by thousands simultaneously.
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More
Understanding customer questions, guiding online purchases more effectively
- InteliWISE’s latest generation of interactive Agents enriches leading eCommerce platforms with unbeatable customer assistance & support
- Agent is a virtual employee, armed with intelligent software, all integrated with live chat applications with the ability to be utilized by thousands of web users simultaneously
- InteliWISE Agent understands customers’ questions written in their own words, even with misspellings and grammar errors
- Provides the right responses, backed by multimedia and voice – proven +80% correct answers, often approaching 96% positive response rates
- Handles up to 1000 simultaneous conversations, specifically off-loads peak hours/'special offer' peaks
- The Agent is able to immediately provide answers to FAQ questions such as 'How do I...', 'Where do I find' and 'Please show me...'
Ready-for-integration with leading platforms (i.e. ATG, Magento) and live chat (Talisma and LivePerson)
- InteliWISE Virtual Agents can be integrated with the leading eCommerce platforms like ATG, Magento or Vollusion
- Works seamlessly with livechat applications
- The integrated Agent + Livechat, as opposed to traditional livechat, does not require constant attention of a real life Agent
- When the operator is away from the system, or in peak hours, customers are connected with the virtual Agent that pre–filters questions
- Improves live agent productivity – handling more customers at once
- Empowers existing tools with unbeatable interaction and multimedia support
Assisting with shopping cart, helping with Application Forms
- Guides through 'Cart' stages, explains user confusion, prompts to complete the transaction
- Can assist application forms with a Video Sales Agents, that show up contextually in case the user is unsure about what to do, or accompanies the user from the beginning of the process
- Shows the user where to find the data required for the application form
- Fills out questionnaires - prompting 'Yes, but how do I' or 'I forgot my customer ID information' type of questions
- 1000’s of conversations in real time, proven to reduce up to 70% of queries to helpdesk or call center calls
- Scalability to adapt to changes of traffic of queries to contact center
- Continuous and consistent quality of answers, 24x7 – very important to clients where consistency is required
Presenting products & Promoting products or services that require special handling
- InteliWISE Agent grabs clients’ attention through lifelike video avatar character
- Greets customers through interactive multimedia (it really captures attention!), provides sales - support answers of the same quality
- Gets the message to the user more effectively than the traditional web-self service tools, without human interaction, starting at $0.03 per contact
- The Agent is able to immediately provide answers to FAQ questions such as 'How do I...', 'Where do I find' and 'Please show me...'
Enabling rich customer analytics of customer intentions
- Delivers full reports on user’s behavior to the web owner
- Reports every word that consumer used to ask for product or express doubts
- Conversational histories kept for 6 months minimum
- Includes audit tracking, measurements, paretos, real-time dashboards
- Statistical reporting of topics addressed, asked, searched
