IntelliResponse Adds Groundbreaking Predictive Matching Capabilities to Virtual Agent Solution


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Latest enhancements improve answer accuracy by up to 17% while substantially
reducing customer effort when searching for answers

TORONTO, Ontario – Feb 7, 2013 – IntelliResponse Systems, the leading
provider of virtual agent technology solutions for the enterprise, today
announced the general availability of IntelliSuggest – a new feature of
IntelliResponse Virtual Agent 6.2. IntelliSuggest leverages next generation
predictive matching technology to deliver the one right answer to
self-service questions, and does so with a very high degree of accuracy.

“A common challenge with existing search and web self-service/virtual agent
technologies is that their understanding of customer intent is not always
clear or explicit, which limits the accuracy of responses,” said Paul Smith,
Vice President Product and Services at IntelliResponse. “Many of these
technologies rely on keyword matching which drives the user to a set of
results. The problem with this approach is that in most cases keyword
matching only returns previous entries that were provided by other users
based on exact matches of those keywords. Additionally, multiple responses
are often ambiguous or confusing to the consumer compared to being able to
deliver a single correct answer,” adds Smith.

The implications of this technology limitation have meant that
organizations, at best, can provide visitors to their website, social media
or mobile channels with an accurate answer only 80-90% of the time.
IntelliSuggest was designed to address this “last mile challenge” – the
10-20% of informational questions that go unanswered on a company’s website,
social media or mobile channels.

Empirical data gathered from live customer deployments using IntelliSuggest
have far surpassed the company’s expectations, yielding a remarkable
improvement in both accuracy of the response and ease of use of the
IntelliResponse Virtual Agent solution. A/B testing results have
demonstrated up to a 17% improvement in answer accuracy. Furthermore,
IntelliSuggest has been proven to reduce customer effort by over 20%.

IntelliResponse Virtual Agents offer an engaging customer experience, voice
of the customer insights, and ability to deliver one right answer
consistently across all customer interaction channels. The addition of
IntelliSuggest will now enable customers to self-serve online with far less
effort and time than was previously possible.
IntelliSuggest’s next generation predictive matching capabilities match
questions posed to possible answers in a company’s knowledgebase based on
the intent of the query, and not the keywords. By using this unique,
proprietary approach, IntelliSuggest can find answer matches even when the
typed keywords are neither in the title, nor in the text of the answer.
Options that the user can select are based on match probability with the
order changing in real-time as the user gets more exact with their question.

“Customers using self-service solutions want a fast, accurate, and direct
answer to their questions” explains Esteban Kolsky, principal of thinkJar, a
customer strategies consulting organization. “Research has proven customers
don’t care for multiple potential solutions or wrong answers. They also
prefer automation for speedier resolution of their inquiries. Leading
organizations see the power of virtual agents to automate and quickly
deliver this single-answer to their customers when and how they want.
Vendors that offer virtual agents to provide fast, effective, and accurate
solutions via self-service give a competitive advantage to their clients.”

Product Availability
IntelliSuggest is currently in production and generally available to
IntelliResponse customers.
Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at

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


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