Artificial Solutions Retains its Visionary Position in Leading Analysts Firm’s Magic Quadrant for CRM Web Customer Service Applications

Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that it has retained its positioned in the visionaries quadrant of Gartner, Inc.’s 2013 Magic Quadrant for CRM Customer Service Applications.

Gartner writes that this year’s Magic Quadrant “shows a market for mostly mature technologies with buyers increasingly focusing on mobile, video and social channels, while expanding content in the knowledgebase for self-service.” The report also highlights some of the key business processes that customers need to focus on through 2014 including self-service problem resolution, the voice of the customer and workforce optimization.

The web customer marketplace is currently estimated at $1 billion, up from $900 million in 2011 and Gartner advises that “Organizations planning a Web customer service implementation must create a multichannel strategy, implement each channel with a long-term view and build a justification based on the value derived from that channel.”

Artificial Solutions’ Teneo platform for customer service is a fully integrated, range of applications that uses natural language interaction to enable customers explain what they want in simple, natural language terms – just as they would in a shop or service center – and get an expert answer, every time. Instead of expecting customers to navigate to pages buried deep in complex website structures or searching endless FAQ lists, a Teneo Virtual Assistant can dynamically interpret, understand and respond to online customer requests for help or information direct from an organization’s website or mobile app. It can even be used as an internal solution to optimize call centre productivity and ensure a consistent response to customers every time.

Additional solutions are Teneo Email Optimizer which helps to answer customer queries before they hit the send button and Teneo Social Media which enables organizations to respond to customer service issues that are vocalized over social feeds automatically, in an intelligent and informed manner.

“We’re pleased to have retained our position in the visionaries quadrant, which we believe recognizes our ability to deliver innovative products and the influence we have on the market space,” says Andy Peart, CMO of Artificial Solutions. “These last twelve months have seen many of our customers upgrade their solutions to take advantage of the technological developments we have made in our NLI products helping them to serve their customers better whilst reducing costs even further.”

 

About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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