Artificial Solutions Positioned In TheVisionary Quadrant Of Leading Analyst Firm’s Magic Quadrant For CRM Web Customer Service
Artificial Solutions, the natural language interaction specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that it has been placed in the visionary quadrant of Gartner, Inc.’s 2011 Magic Quadrant for CRM Web Customer Service*.
Showing a change in drivers for optimising web customer service the report notes, “An interesting observation between the 2010 and 2011 Magic Quadrant research is that buying behavior today favors the deployment of new channels to reach new customers than that of cost saving, which was the primary decision making driver in 2010.”
The report also highlights the common key issues for organisations through 2013 including how the contact centre evolves to handle the multichannel customer, including Web and mobile interactions; strategies enabling customer participation through the Web using social networking and the associated social CRM software and processes; and how solutions for enterprise feedback management evolve.
Artificial Solutions’ Teneo Platform enables users to interact with technology via intelligent, humanlike, two way conversations in their own language across a range of channels using voice or text. Based on business rules and data accessed from enterprise systems to serve content relevant to individual users, Artificial Solutions’ patented natural language interaction engine is able to achieve first-time resolution rates of 85% and above. The natural language interaction engine at the heart of the Teneo platform is used to build intelligent, automated capabilities for both web and mobile and across a range of channels spanning online virtual assistants, email, web-chat and social media.
“We’re please that Gartner has placed us in the visionary quadrant and that they recognise our ability to deliver innovative products. Natural language interaction is a critical component in developing automated solutions across different channels,” says Andy Peart, CMO of Artificial Solutions. “This year we’ve taken it a step further, simplifying the process of implementation by putting the business user in control rather than a technical linguistic expert. The end result has enabled our clients to react faster to new opportunities, whilst making significant cost savings and increasing brand loyalty, through delivering improved customer service. ”
*Gartner, Inc. Magic Quadrant for CRM Web Customer Service, Johan Jacobs, September 19, 2011.