Intelligent search

Transversal's patented search technology (the Memory Engine™) uses advanced natural language and semantic processing to understand the context and intent of customer enquiries. This produces answers more precise than those of alternative search technologies while placing less of a burden on the customer. The search engine's understanding of language includes sector-specific terminology, together with proper names, slang, abbreviations or whatever else your customers type. Natural language processing is supported in 16 languages.

Knowledge management

Transversal's knowledgebase preserves your best information in a readily accessible question and answer format. The knowledgebase is self-learning and self-organizing. It automatically analyzes new content and recognizes the relationships between subjects, allowing it to guide enquirers through related pieces of information.

Web self-service

Web self-service makes Transversal's intelligent search and knowledge management technologies directly available to your customers online. Customers ask questions on your Web site, using natural language, and receive answers automatically from the knowledgebase. The majority of routine enquiries can be answered this way.

Web self-service with ad serving

Transversal's Web self-service not only answers customers' questions. It uses customers' search queries to deliver targeted advertising for relevant products and services. All formats of online advertising are supported.

Virtual agent

Give Web self-service a friendly face by replacing the standard search form and results page with a Transversal linguabot. A linguabot draws on the full resources of Transversal's intelligent search, knowledge management and ad serving to take enquiries to the best resolution. Patented algorithms make Transversal's the only virtual agents able to distinguish serious questions from trivial chitchat and to respond accordingly.

Email management

Transversal's email management routes enquiries submitted from your Web site to the agents best qualified to answer. When responding to a question, agents have a complete history of the correspondence and any previous attempts to solve the problem, together with a knowledgebase of model answers and libraries of prewritten content to help them make a quick and accurate reply. Responses can be copied automatically to fill gaps in the knowledgebase.

Chat

Real-time contact channels, built in to Transversal's Web self-service, allow customers to get live help with problems such as filling out an online form. Invitations to chat can be offered dynamically at key points. Agents conducting a chat session have full access to the knowledgebase and content libraries.

Intelligent referral from search engines

The concept matching and context-sensitive processing of Transversal's search can provide better qualified leads for visitors who reach your site from search engines. Natural language processing is ideally placed to handle rarely exploited but valuable search phrases of multiple words, the so-called "long tail".

Reporting and analytics

Comprehensive statistics track searches done, questions submitted, adverts viewed, emails answered and the speed of your agents' responses. These statistics can be compiled into regular, emailed reports for accessible insight into customer behaviour and agent productivity.

Supports standard APIs

Transversal software is designed to be interoperable. The database can interface with SOAP, WSDL and .NET APIs.