Virtual Agent Software Provider IntelliResponse Celebrates 150th Customer Win

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Record Demand for its Award-Winning Enterprise Virtual Agent Software Helps Company Achieve Industry Leading Milestone

TORONTO, Ontario – Jan 16, 2013 – IntelliResponse Systems, the leading provider of virtual agent technology solutions for the enterprise, is pleased to announce the addition of its 150th enterprise customer, bringing the total number of customer-facing deployments of IntelliResponse Virtual Agents to more than 365.

With its patented one right answer approach, the IntelliResponse Virtual Agent software platform delivers a single, accurate, and approved answer to self-service questions posed across a wide array of customer interaction channels, including corporate websites, voice and text enabled mobile applications, social media platforms like Facebook, and agent desktop environments.  The result is the delivery of profitable online conversations for a growing list of enterprise clientele that now numbers 150.

“Consumers have come to expect that organizations deliver a consistent, “Siri”-like self-service experience across all support channels,” explains David Lloyd, CEO of IntelliResponse. “Among the large enterprises and leading public institutions we speak with every day, we’ve seen an accelerated adoption of online self-service strategies, particularly in the mobile and social channels. As more and more customer interactions originate online, we continue to enjoy unprecedented demand for our patented approach to delivering Virtual Agent technology to the enterprise.”

Virtual agents represent a rapidly growing market that spans a wide range of industries, and Gartner Research predicts that by 2015, 50% of online customer self-service search activities will be conducted by virtual agents.  IntelliResponse’s industry-leading number of customer deployments demonstrates that enterprise corporations are seeing significant value added from virtual agents to their overall customer service program.

“In terms of industries, we’re seeing significant interest from B2C enterprises like banks, credit unions, P&C insurers, utilities, ecommerce, and retail organizations,” said Mike Hennessy, Vice President, Marketing at IntelliResponse. “From a customer service perspective, the major challenge these organizations face is finding a way to efficiently deliver an outstanding self-service experience across all their interaction channels and geographic locations, in the language of their customer’s preference. These are the challenges we continually help organizations overcome, and reflecting back on over 365 live customer-facing deployments, we’ve built one of the most knowledgeable and capable team of experts in the industry.”

Some of the world’s most recognized corporate brands and public institutions trust their multi-channel self-service needs to IntelliResponse, including Budget, Virgin HealthMiles, CIBC Bank, Copa Airlines, ING Direct, Kobo Books, Progress Energy, Penn State University, Stanford University, and Yale University.

Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at http://www.facebook.com/IntelliResponseInc

About IntelliResponse Systems
IntelliResponse is the leading provider of virtual agent technology solutions for the enterprise.

We create profitable online conversations for our private and public sector customers around the world.

With our patented Enterprise Virtual Agent (EVA) solutions, corporate websites, mobile applications, social media channels and agent desktops can all be transformed by an engaging virtual concierge, empowering customers to ask questions using natural, conversational language and delivering an effective and engaging online experience.

With more than 365 live customer-facing implementations answering 100 million+ questions annually, IntelliResponse is the gold standard in first line customer experience management.

For more information about IntelliResponse, visit http://www.intelliresponse.com

IntelliResponse Contact:
Dominic Weeks
IntelliResponse Systems Inc.
(617) 779-1818
Email: intelliresponse@shiftcomm.com

1 Gartner Research (2012). “Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age.” http://www.gartner.com/it/page.jsp?id=1929014

Virtual Assistants Can Reduce Customer Effort. Here’s How Kobo Did It.

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With regard to customer service delivery, a company’s ability to reduce customer effort wherever possible (i.e. making it as easy as possible for customers to engage with your company across all interaction channels), is one of the most important areas that customer service, contact centers, and customer experience professionals can focus on to increase customer satisfaction and build customer loyalty.  One company that has achieved success in this area and who has recently received some well-deserved industry recognition is Kobo Books.

Kobo Books: Reducing Customer Effort

Kobo is one of the world’s fastest-growing eReading services globally and has attracted millions of readers from over 190 countries. Kobo attempts to reduce customer effort wherever possible and they work hard to understand their customers. Kobo realizes that the easier they make it for their customers to get answers to their questions, the quicker they can get back to reading.

How Kobo Reduces Customer Effort with Virtual Assistants

With the use of IntelliResponse’s Virtual Assistant Software, Kobo provides a much richer online experience for their customers and it dramatically reduces customer effort. Customers simply go online to Kobo’s website and self-serve without having to call into the contact center. This provides more flexibility for the customer and Kobo as call center staff can spend more time with customers who have more unique or personal questions that require the help of a live contact center assistant.

Looking for More Tips? Join Kobo For a Live 1to1 Media Webcast

Hear first-hand how 2012 1to1 Customer Champion Mark Stevens, Vice President of Customer Care at Kobo Books reduced customer effort at his company. Mark will discuss how to leverage online self-service to improve the customer experience and share with attendees other tips that helped in the company’s transformation to providing a rich online experience for Kobo’s customers. Register for the webcast!

Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at http://www.facebook.com/IntelliResponseInc

Virtual Agent Software – IntelliResponse

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IntelliResponse enhances the multi-channel sales and customer service capabilities of hundreds of enterprise businesses and financial institutions. The company’s Answer Suite technology is an award-winning Knowledge Base Management Software platform that allows customers and service agents to ask questions in natural language, and get one right answer – regardless of the hundreds of ways the question may be asked.