Artificial Solutions Recognized In Leading Analyst Firm Magic Quadrant For Web Customer Service
Artificial Solutions, the natural language interaction and Customer Service Optimization specialist, announced today that it has been recognised by Gartner Inc., the world’s leading information technology research and advisory company, in its 2010 Magic Quadrant for Web Customer Service (WCS).*
Highlighting the demands to support Web-based customers, the report states: “Customers expect to find their own answers and solve their own problems, and when they cannot, they want the opinions of their peers in forums and communities. Virtual assistants and SMS and multimodal communication are not yet in mainstream adoption, but are appearing on a large number of organizational road maps.”
Artificial Solutions uses natural language processing and the principals of artificial intelligence to interpret free format customer conversations across multiple channels such as the web, email, social networks, SMS and live-chat.
As a provider that develops its own technology to directly deliver a virtual assistant solution for customer assistance, Artificial Solutions uses a combination of dialogue, business rules and data accessed from enterprise systems to serve relevant content to individual users. Artificial Solutions enables its clients to save on average 15% to 25% on customer service cost and increases their customer satisfaction levels significantly.
The report acknowledges that the knowledge base for self-service is the most important component, and that the delivery of “one right answer” is extremely critical. In addition the report says that “Vendors in this space must have convincing business cases and metrics to demonstrate that their products will have a measurable impact on one or more key performance metrics in the customer experience.”
“Web customer service is being driven by a combination of customer and business requirements. Customers want to find answers to their queries online and quickly. Businesses need to communicate with their customers in a professional, cost effective way without having to build expensive call centres,” says Lawrence Flynn, CEO of Artificial Solutions. “Key to the success of implementing Virtual Assistants is an inherent intelligence backed by company specific knowledge; without this there is no ability to engage in complex conversations and the results are lacklustre performance and poor customer experience.”
*Gartner , Inc. Magic Quadrant for Web Customer Service, Johan Jacobs, September 18, 2010.