Online Financial Services Company Reduces Live Chat Volumes by Over 80% with V-Person™ Technology
The Challenge
In 2011, a well-known online financial services company in the United States had begun investigating the use of a virtual agent on some of their web pages offering Live Chat, given that a large majority of non-account specific questions asked during live chat conversations were repetitive. They began their search for a virtual agent solution to meet specific criteria:
- State of the art Natural Language Processing (NLP) to ensure that the virtual agent was able to understand the sometimes complex questions asked by users
- A system they could host in order to meet the stringent security regulations of their industry (reporting and controls that could meet SEC Rule 17a-4)
- The ability to integrate with the existing Oracle Live Chat solution being used by Customer Service
- A system they could ultimately manage and maintain themselves
- A solution that could run in web, mobile and tablet environments
- Integration with their back-end systems to provide a personalised experience for users
- A system that could be extended throughout the organisation
- Ability to work on Linux or Windows
- Excellent value for money
Talk to a V-Person
Quark is always ready to help you find the answers to your questions.
See a Live Demo
See for yourself the power of our customer engagement solutions.
