Natural language processing

Transversal's semantic search technology (the Memory Engine™) understands the intent behind customers' enquiries, allowing customers to question your knowledgebase in their own words.

Search or browse

Customers can search by typing full-sentence questions, phrases or keywords. They can also browse the knowledgebase by subject category. The most frequently read entries are positioned for quick access.

Content clustering

When the customer reads a question and answer, the knowledge management system automatically recommends other content on related subjects. This enables customers to progressively refine their enquiry, without having to rephrase their original search.

Rich content

Knowledgebase entries can incorporate links to other Web pages or documents, images to illustrate products, and video clips to demonstrate procedures.

Instant query escalation

Questions not yet answerable by the knowledgebase can be referred immediately to a customer service agent, through email, chat or callback. Agents' replies to these questions can be saved in the knowledgebase for future reference.

Customer tracking

Comprehensive statistics reveal what your customers search for and what content they read. When an agent answers an enquiry that's been escalated from self-service, they have a record of which answers the customer has already tried.

Superior usability and accessibility

Transversal's Web self-service meets at least Level 2 of the WAI guidelines on access to users with disabilities. It is standards compliant, cross-browser and cross-platform compatible with no need for proprietary plug-ins.

Fully customizable

Our design team blends your Web self-service pages seamlessly with the layout and branding of your existing site. We can incorporate various options to extend your customer interaction, such as content feeds, chat or a virtual agent.

Supports standard APIs

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