Transversal’s Intelligent Interaction Platform
Transversal’s Intelligent Interaction Platform adds intelligence to online interactions, enabling more engaging and productive customer experiences. Transversal’s Intelligent Interaction Platform conforms to open standards such as XML, SOAP and WSDL, and works within any web application framework. Entire applications can be built with Transversal’s Intelligent Interaction Platform or selected elements can be used to enhance existing applications.
Automated Interaction Engines
At the core of Transversal’s Intelligent Interaction Platform are Automated Interaction Engines based on advanced algorithms developed by researchers from Caltech and Cambridge University. The Memory Engine, the Sales Engine, and the Smart Talk Engine are designed to optimise the user experience, and are self-learning to minimise maintenance.
Memory Engine
Transversal’s Memory Engine allows computers to store and recall information in a similar way to human memory. Unlike search engines that simply match keywords or patterns, the Memory Engine understands the underlying concepts of natural language, so that it can provide intelligent answers to customer questions and suggest a “train of thought” to guide a customer to a desired outcome. Independent usability studies have proven that Transversal’s award-winning Memory Engine is both intuitive and easy for customers to use relative to other technologies.
Sales Engine
Transversal’s Sales Engine suggests to customers the optimal offers and promotions for them based the questions that they ask and what they have viewed during a visit to a website - i.e. their expressed intentions. Average click-through rates of 12% to 24% have been achieved in live deployments, in which the Sales Engine has been proven to create additional sales.
Other approaches for enhancing online sales are based on ‘averaged behavioural patterns’. This requires a huge amount of data to be collected, typically millions of customer interactions, which means that these approaches are slow to learn and slow to adapt to changes in customer behaviour. The Sales Engine works immediately, and adapts to each customer and each customer interaction. Like a nimble sales assistant, the Sales Engine always knows what to suggest.
Smart Talk Engine
Transversal’s Smart Talk Engine provides intelligence to smartbots that mimic human conversation. Traditional conversation engines are based on Boolean logic and require scripts to be written by ‘knowledge engineers’. This makes their interaction rigid and difficult to maintain. By contrast, Transversal’s Smart Talk Engine utilizes Transversal’s unique concept matching technology, which means organisations can easily adapt the conversations of their smartbot to suit its unique ‘personality’. Answers can be tagged to control the facial expression of the smartbot, so for example, the smartbot may blush if asked an ‘embarrassing’ question.
Transversal Knowledgebase
Transversal’s Automated Interaction Engines can be integrated with content management systems, CRM systems, etc. Transversal’s Knowledgebase system is designed to automatically capture the know-how of key employees, so that it can be shared with your customers, employees, and partners. Information can be in the form of FAQs, documents, links to web pages, forms or scripts (decision trees), in fact, any web content can be stored in Transversal’s Knowledgebase. Furthermore, answers can be conditional, that is, a different answer can be given depending on the customer profile or the device through which they are accessing the Knowledgebase.
Transversal’s Knowledgebase is fully multilingual, and provides translation workflow to ensure that every version is in sync. Full access control, approval and editing workflow, version control and archiving (with full attribution and roll-back) are implemented.
True Multi-channel Deployment
Transversal’s XML Template Engine allows information to be repurposed easily. By accessing a Transversal Knowledgebase through different XML templates the same information can be deployed on multiple websites (with different branding and different look and feel).
Combined with the unique ability of Transversal’s Knowledgebase to manage ‘conditional answers’, Transversal provides the means to easily deploy applications on multiple channels. Web applications can be rolled out to mobile phones or interactive TV with minimal additional development and little additional maintenance.
Assisted Interaction
Transversal’s Intelligent Interaction Platform also provides Assisted Interaction for those situations where users need to escalate their query to human agents. Escalation can be via email, web chat, web call-back, and by click-to-call on mobiles or VOIP. A log of the automated online interaction that preceded the escalation is available to the help agents deal with an enquiry.
Reporting
Detailed live reports can be viewed online and downloaded for analysis. Transversal’s Analytics Engine allows customer interaction statistics to be incorporated into Business Intelligence tools, and added into customized, live dashboards. The Analytics Engine will be available from Q2 2007. Transversal’s patent-pending Insight Engine adds unprecedented intelligence to reporting; it is able to analyze trends in customer queries, to automatically spot changes in customer needs, discover areas where additional knowledge should be provided, and identify opportunities for new products and services. The Insight Engine will be available from Q4 2007.
Summary
Transversal’s Intelligent Interaction Platform provides the intelligence needed to create engaging Internet applications, which are easy to maintain and to adapt, while providing comprehensive customer insight.
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