Software Company

The Challenge

A top software company in the United States began investigating the use of a virtual agent (VA) on their support pages.  The company suspected that a large percentage of questions did not need a live person to resolve the issue. They sought out a VA solution to meet the following criteria:

  • Multi-lingual Natural Language Processing (NLP) to ensure that the VA was able to understand complex questions asked by users
  • Integration with their enterprise backend Salesforce™ and Siebel™ systems, to enable customer-specific data to be retrieved and updated
  • A system they could manage and maintain themselves
  • A solution that could run in web, mobile and tablet environments
  • A system that could be extended throughout the enterprise, allowing the solution to be leveraged across departments
  • A cost effective solution with ROI within a year
  • A solution that would substantially reduce the volume of questions answered by the support agents

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