Online Customer Service
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Virtual agents assist users completing online forms and provide rapid answers to standard queries, improve customer services for your company and boosting customer loyalty. The comprehensive implementation options online and for mobile communication channels such as SMS, MMS and IM make novomind IQ™ one of the most reliable interfaces for company-client communication. novomind IQ™ agents can be implemented in the financial, insurance, health insurance provider, media and retail sectors, to name just a few examples.
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Contact center
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Contact Center agents are supported by novomind IQ™ while processing customer requests. Whataver the channel – phone, letter or fax – the customer services representative simply enters the customer query in everday language in the novomind IQ™ input field, and the software solution’s artificial intelligence intervenes to extract and formulate the relevant response from the central knowledgebase. Customer requests are answered faster and more effectively.
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FAQs
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Natural language search engines are forming the basis for a new generation of FAQ systems: novomind IQ™ analyzes content to search through available FAQ lists and display only those which are directly relevant to the requested topic. The responses are displayed as texts, containing hyperlinks as required. The user is no longer forced to spend valuable time clicking through long, complex FAQ lists in order to find the answer to his or her question. Optionally, the graphical interface can be visually enhanced by adding a personalized virtual assistant figure.
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E-commerce
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Virtual customer assistants guide users through the full product range and provide specialist support in the company e-shop. During dialogs with your customers, they explain product features and recommend relevant accessories or alternative products (cross-selling and up-selling). The number of shopping carts abandoned before check-out due to a lack of customer support and advice – which studies show is one of the main problems facing e-commerce today – is reduced to a minimum. Customer loyalty is boosted and turnover increases.
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Marketing and public relations
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novomind IQ’s™ analysis components save and analyse all user dialogs. Statistical evaluations enable valuable data, such as user profiles and the factors motivating user purchases, to be gathered, enabling a targeted analysis of possible weaknesses and an ongoing improvement of dialog structures and the company product range.
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Mobile
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Each year, hundreds of millions of text messages are sent by cell phone worldwide – and this number is increasing exponentially. novomind IQ mobile™ enables natural-language SMS (MMS, Instant Messenger) texts to be interpreted and answered automatically. As well as offering interesting perspectives for the marketing and CRM sectors, this opens up a wide range of new business areas. Potential areas of use include information services (e.g. timetable, weather, sports, stocks & shares, horoscope and traffic information) and the entertainment sector.
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Navigation and orientation
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Large websites with complex navigation structures can sometimes overwhelm potential customers. novomind IQ agents™ provide valuable assistance and guidance, for example by offering users a Guided Tour.
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Entertainment and fun
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novomind IQ Agents™ are also entertainers that make a website visually more attractive to users. An interesting virtual character can have a very positive effect on your company image. Visitors spend more time on the site and the user acceptance level increases.
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Online Customer Service