iTalk is an integrated AI system that observes all of the online support interactions between your call center representatives and customers (chat conversations and email communication), understands the meaning of the conversations and learns from them, and then, as its intelligence grows, automatically interacts with customers through an online chat window, providing immediate, consistently accurate, helpful answers and advice, at all times.
Enabling customers to solve their own problems, by providing automated web-based self-service support, is dramatically less expensive than providing one-on-one support with a live support representative. Research figures suggest that the cost of telephone-based customer support is about $33 per incident, while live-chat based support costs about $10. Implementing an automated online support system, one that is capable of learning from past experience, engaging customers in interactive conversation, and consistently providing accurate information, can reduce costs to pennies per support incident.
More importantly, iTalk will improve your top line growth simply because customers who receive immediate answers to their questions and support issues, are satisfied customers, are more likely to remain satisfied customers, will continue to purchase your products and services, and will encourage others to do so.
For online etailers, this translates into a measurable positive effect on customer conversion rates: fewer shopping carts will be abandoned.
A customer opens iTalk's online chat window and enters a comment or question.
iTalk quickly processes the question. If it understands the question, and can provide a suitable answer, it responds immediately to the customer.
If iTalk cannot provide an answer, it immediately contacts a support representative and allows the representative to respond to the question by entering the reply directly into the iTalk chat window.
The support representative sends a response back through iTalk to the customer. iTalk processes, and learns from, the reply, so that during the processing of a subsequent question of similar meaning, it can provide an immediate response.