How it works

How it works

Content Analytics: Classify and route

Classify and allocate

Incoming transactions are analyzed and assigned to available employees according to topic, skill, and urgency.

[ CONTENT ANALYTICS ]

Fuzzy matching helps to find existing customer information

360° transaction history

Relevant context information from existing back office systems is provided to support agents.

[ CASE HISTORY ]

Suggested answers: Expert answers learned from past interactions

Suggested answers

Expert answers learned from past interactions are offered as selected text templates.

[ SUGGEST ANSWERS ]

response_detail_04

Send and archive

Agents select the response channel (e-mail, app, text message, social media) and responses are automatically archived – according to content.

[ CASE COMPLETED ]

What it can do

What it can do

  • Process 80 percent of all customer messages within 2 hours
  • Reduce effective service costs by 30 percent
  • Process 40 percent more transactions without additional employees

What it means

What it means

  • React more quickly and consistently for lower cost– independent of the selected communication channel (e-mail, social media, web, app)
  • Eliminate manual, repetitive work steps and prevent media disruptions during the processing of the requests
  • Automatically learn from every transaction to improve the knowledge base for web self-service and knowledge management

Contact me.

My name is Dominique Jaritz. I am principal consultant at ITyX. Please contact me at any time for questions regarding our RESPONSE software solution.

Dominique Jaritz, ITyX group USA

Dominique Jaritz

 

ITyX Solutions Inc.
37 North Orange Avenue,
suite 910L
Orlando, FL 32801

T +1 407-427-1553

E-mail Dominique Jaritz