Available Ontologies
Specific ontologies equip our NLP systems, in addition to their
generic language competence, with expert knowledge in certain
fields. Ontologies from the areas of technical support and
pre-sales are available.
More ontologies such as appointment planning,
dispatching and complaint management are being
prepared.
Technical Support
This module has knowledge about the typical structure of questions and
the resulting assistance as it occurs in common level-1 and level-2
support. Of course the system has adaptive mechanisms to be trained on
the customers' side for specifics of the products and services that
are to be supported, culminating in system-immanent expert
knowledge.
The characteristics of the iteration through the decision tree is
depending on the Interface
chosen.
Pre-Sales
The whole knowledge about the company products and acording customer
target groups can enter into the pre-sales module. The system tries to
determine autonomously the optimal product for the customer by asking
structured questions and offers then the products that fit.
The advantage over conventional menu-based systems is the natural
communication, consulting-characteristics and finally an objective,
thus criteria-consistent, product selection for the customer, which in
turn leads to a better customer satisfaction and binding.
Furthermore, the pre-sales module can transfer customer data that were
gained this way in any format to the company CRM system. It also takes
care of an automatic readressing of the customer in the case of
changes in the product palette or in cases of call back.
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